Client Insights Analyst

Summary

Join Experian as a Client Insights / VoC Analyst and leverage your analytical skills to transform customer feedback into actionable insights. Reporting to the Client Insights Manager, you will design and conduct customer satisfaction surveys, analyze data from various sources, and create insightful reports and dashboards. You will identify key metrics to evaluate customer impact and advocate for customer needs. This remote US-based role requires 3+ years of research and data analytics experience, expertise in data visualization and survey design, and proficiency in MS Excel. Experian offers a competitive compensation package, comprehensive benefits, and a flexible work environment.

Requirements

• 3+ years research and data analytics experience required (50% or more of role)
• Experience using qualitative and quantitative data from several input sources (surveys, call recording technology, user observations sessions, advisory boards, etc.) to develop important learnings, themes, and insights required
• Experience with reporting design, remote dashboards, and portal products
• Experience with a VoC or Feedback Management system ( Examples include Medallia, Qualtrics, Alida, Satmetrix)
• Expert in data visualization techniques
• Expert-level MS excel (can perform complex functions) user (VBA experience preferred) required
• Expertise in survey question design
• Provide examples of previous data analysis with business applicability (specific use cases will be discussed)

Responsibilities

• Design and conduct customer satisfaction surveys and other feedback mechanisms
• Collect and analyze customer feedback from several channels (surveys, call recordings, customer service interactions, etc.)
• Transform raw data (structured and unstructured) into meaningful and useful analysis and visualization. Provide insights in meetings and presentations
• Identify important metrics to better evaluate customer impacts related to performance of products, client relationships, service delivery, and business processes
• Develop streamlined, clear customer insights reports and dashboards to track performance
• Advocate for our customer with a balanced, objective and measured approach

Preferred Qualifications

VBA experience

Benefits

• This role is remote from within the US
• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays