Qualtrics - Business Insights Analyst

• Develop surveys and maintain dashboards within the Citizens Listens Voice of the Customer (VoC) Qualtrics XM Engage platform.
• Design and document functional and technical requirements and help scope projects by understanding timelines and work.
• Solve complex technical implementations both independently and in a team environment.
• Understand and keep up-to-date the Citizens Listens program’s standard operating procedures.
• Analyze VoC data and create CX measurement reports and dashboards to improve net promoter score (NPS), overall customer satisfaction (CSAT), retention, and other key metrics.
• Maintain industry knowledge on maximizing the effectiveness of a VOC platform.

• 3 - 5 years of experience at a SaaS or technology company within a customer experience function or other relevant area.
• Hands-on experience with Qualtrics XM Engage, Qualtrics Certification or similar platform experience preferred.
• Experience in the delivery of technical solutions that drive business value
• Ability to create and manage surveys within customer experience software, with attention to detail and outcomes of surveys.
• Basic skills in the language of technology, through coding and engineering, e.g. HTML/CSS, Javascript (beneficial but not required)
• Proven track record of creating surveys and dashboards that allow business partners to gather actionable insights.
• Experience with visualization and reporting concepts.
• Strong understanding of data protection and security protocols.
• The ideal candidate is curious, confident, and solutions-focused with an interest in gathering customer insights and presenting those insights in a consumable format to facilitate business line improvements.
• Knowledge of Natural Language Processing engines with a focus on gathering and synthesizing unstructured feedback for business user consumption.
• Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly.
• Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully.

***To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.***

**Hours and Work Schedule:** (4 days in office, 1 day remote)

Hours per Week: 40

Work Location: Westwood, MA, Johnston, RI, Marlton, NJ (Other CFG Hub offices)

**Pay Transparency**

The salary range for this position is $80,000-$106,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

**Work Authorization:**

This role is not eligible for new employer sponsored or current H-1 B visa holders. Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.