Data & Customer Insights Analyst, Client Experience

Summary

Education Requirements

• Minimum of Bachelor's level qualification in a quantitative field such as Analytics, Statistics, Economics, Computer Science, or a related field.
• H.S. Diploma or GED certificate + Significant Practical Experience (10+ years) in statistical modeling and customer insights will be considered.

Responsibilities

• Administer and optimize customer feedback platforms (e.g., Pendo, Medalia) to maximize data collection and analysis efficiency
• Deliver sound, data-driven insights, and recommendations as part of the Voice of the Customer & Corporate Strategy team.
• Support Net Promoter Score (NPS) analysis, including verbatim feedback review, trend analysis, driver identification, and segmentation, to uncover root causes of customer sentiment and loyalty.
• Document and monitor business processes, rules, requirements, metrics, and standard operating procedures as a result of transformation initiatives
• Present findings and recommendations with confidence and communicating these to sponsors and key stakeholders
• Stay current on customer experience, analytics, and financial services industry trends to continually enhance insights, methodologies, and impact.
• Assess end to end process performance through collecting data from multiple sources to propose process improvement opportunities
• Build and maintain strong internal working relationships at all levels of the organization and across business units and site locations. Leverages these relationships in helping to drive meaningful change across the company.
• Document current and future state through process flow, value stream mapping and customer journey map exercises
• Perform other duties as assigned, especially those related to the organization’s Strategy & Voice of Customer agenda

Basic Requirements

• 2-5 years’ experience in analyzing and synthesizing complex data including using dashboards and reporting tools i.e., Pendo, Medallia, Snowflake, or Power Bi
• Strong Excel experience (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau
• 2- 5 years of market research and/or consumer insights experience, specifically with NPS (Net Promoter Score)
• Strong process, customer journey, and value stream mapping experience that drives value-added business insights into process performance and customer impacts
• Strong process-driven, fact-based mindset, and problem-solving skills
• Passion for the driving improvements to the service and customer experience
• Independent thinker, motivated self-starter, high attention to detail
• Experience leveraging statistical/probably techniques and tools to analyze processes
• Proficiency with Microsoft applications (Outlook, Word, Excel, PowerPoint, Visio, OneDrive, SharePoint)

Preferred Requirements

• Financial Services industry, Broker-Dealer, Banking or Insurance experience
• Project and Program Management experience
• Experience linking NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of customer experience
• Proficiency in statistical modeling and hypothesis testing—including regression, driver analysis, and experimental design—to quantify the significance and impact of CX initiatives
• Medallia Admin Certified
• Osaic is an equal opportunity employer. We celebrate diversity in our workplace and we hire the most qualified candidates without regard for age, ethnicity, gender, gender identity or expression, language differences, nationality or national origin, family or marital status, physical, mental, and developmental abilities (or the perception of a disability), genetic information, race, religion or belief, sexual orientation, skin color, social or economic class, education, work and behavioral styles, political affiliation, military service, caste, or any other characteristic protected by law.
• Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Osaic.
• Osaic does not consider applications from candidates who do not meet the minimum qualifications stated in the job posting.
• Osaic only accepts candidates from contracted recruiting firms and only for searches approved prior to submissions. Fees will not be paid for unsolicited submissions.