Insights Analyst, Customer Surveys

Summary

Join Experian as an Insights Analyst and lead the annual Net Promoter Score (NPS) Program for North America across all Business Units. The role involves setting NPS strategy, conducting statistical analyses, integrating customer feedback with operational data, creating impactful dashboards and reports, and promoting efforts to improve survey/feedback methodology.

Responsibilities

• Lead the annual Net Promoter Score (NPS) Program for North America across all Business Units
• Set the NPS strategy and lead the region to complete the annual survey from Account/Contact selection through survey launch, and action planning, working with BU leads and the Global CX team
• Build, deploy, and maintain transactional surveys in CX Platforms
• Report to business on survey performance: response rates, completion times, abandon rates etc
• Conduct statistical analyses to identify drivers and opportunity areas related to NPS and CSAT
• Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis
• Create insight-driven alerts, reports, presentations and dashboards to provide easy access to customer feedback across the organization
• Summarize important reporting methodology and findings to partners and team-members
• Promote efforts to improve survey/feedback methodology
• Liaising, supporting Global CX team
• Champion Client Journey Map and related KPIS
• Establish contact data quality metrics for surveys
• Ensuring on going data integrity - CRM, Tableau, and other systems are accurate and up to date• Liaising directly with senior officials of businesses to understand the bigger financial picture that could influence the business
• Conduct training and act as an SME
• Provide support to Team Manager
• Provide support and coach team to up skill and increase knowledge