POSITION SUMMARY: The Senior Analyst Customer Insight is a highly analytical customer insights professional responsible for independently analyzing complex customer, operational and business data to identify actionable opportunities that improve the customer experience, loyalty and business performance. The ideal incumbents brings advanced statistical analytical skills, customer and market research expertise, executive storytelling and would hold cross-functional partnerships to synthesize customer, operational and business data into defensible conclusions and strategic recommendations. The Senior Analyst Customer Insight is equally comfortable working directly with large data sets, designing analytical approaches, conducting quantitative analyses, crafting executive storytelling decks and presenting insights to senior-level audiences while managing the Voice of Customer (VOC) program from end-to-end.
PRINCIPAL RESPONSIBILITIES:- Independently design and execute advanced statistical analyses to identify meaningful drivers, trends, risks and opportunities across VOC survey data, operational KPIs and other data sources.
- Conduct complex quantitative analyses, including significance testing, driver analysis, trend analysis, segmentation, correlation analysis and other statistical techniques as appropriate.
- Validate data quality, investigate anomalies and ensure analytical rigor in all reporting, recommendations and conclusions.
- Integrate VOC, operational, financial and customer data to develop comprehensive understanding of customer experience performance and business outcomes.
- Bridge the gap between customer survey insights and operational data, serving as the organization's subject matter expert and source of truth on the customer experience.
- Translate complex analytical findings into actionable recommendations that support customer experience improvement and senior-level decision-making.
- Partner with stakeholders to define analytical approaches, answer complex business questions and support action-planning initiatives that drive satisfaction, loyalty and retention.
- Develop executive-level reporting, operating reviews and deep dive analyses that effectively communicate insights and recommendations to field and HQ leadership.
- Develop executive-ready narratives, presentations and visualizations that communicate key performance trends, risks, opportunities and recommended actions through storytelling.
- Present findings to all levels across the organization, including and up to senior leadership at the Corporate, Area, and Business Unit levels.
- Manage administrative aspects of VOC program, including vendor relationship management, sampling governance, the online reporting portal, training and educational resources, day-to-day field support, ad-hoc analyses and monthly topline reporting .
- Partner with IT, BI, data engineers, Customer Data and other cross-functional teams to continually enhance VOC collection, analytics, reporting and program strategy.
- Balance core responsibilities with proactive thought leadership and continuous improvement.
- Prioritize, manage and contribute to multiple projects concurrently and in a timely manner.
- Drive results by consistently achieving goals and completing tasks by due dates.
- Perform other job-related duties as assigned or apparent.
QUALIFICATIONS: - Demonstrated expertise analyzing large, complex datasets and independently translating findings into narratives and actionable business recommendations.
- Advanced proficiency in statistical analysis, quantitative research methods, data manipulation and data visualization (Excel, SQL, Denodo, Snowflake, SPSS, Python, R, etc.)
- Strong knowledge of survey methodology, sampling approaches and significance testing as it relates to customer experience management, customer health metrics and VOC best practices.
- Demonstrated experience independently executing end-to-end analyses from data acquisition and preparation through recommendations and executive presentation.
- Strong strategic thinking and storytelling skills with the ability to synthesize multiple data sources, inputs and business context into cohesive and defensible conclusions.
- Ability to manage competing demands, priorities and deadlines.
- Ability to deliver results with upfront direction and limited supervision.
- Strong decision-making and problem-solving skills.
- Strong commitment to quality, attention to detail and continuous improvement.
- Experience with Medallia or similar customer experience software a plus.
- Understanding of financial analysis and modeling a plus.
MINIMUM QUALIFICATIONS: - Bachelor's degree or relevant work experience in place of degree.
- 4-7 years of analytics experience in Customer Insights, Customer Research, Market Research, Strategic Insights, Customer Analytics, VOC, CX or related roles.
- Advanced Excel skills while being proficient in Microsoft Word and PowerPoint.
- Proficient in SQL, Denodo and/or Snowflake relational databases.
Rewarding Compensation and BenefitsEligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)
• Benefits: https://jobs.republicservices.com/us/en/about-us/benefits
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
