Customer Insights Analyst
Core
Turn customer feedback, research, and data into practical insights to shape decisions on products, services, and experiences.
Role type
Customer Insights Analyst
Builds
Dashboards, measures, reports, and presentations on NPS, CSAT, customer effort, and sentiment.
Domain
Financial services / Customer Experience
Deliverable
dashboards & analysis
Required skills
Analytical skills, Excel, Research platforms (Qualtrics, Q, Displayr, SPSS, R), Data visualization, Stakeholder collaboration
Preferred skills
Financial services experience, Power BI, Tableau, CRM platforms (Microsoft Dynamics 365)
Responsibilities
Coordinate NPS survey program (schedules, audience mapping, communications); Identify customer patterns, pain points, and opportunities; Maintain dashboards and measures; Prepare reports and presentations for stakeholders; Monitor insight themes and business responses; Analyze customer segments, competitor activity, and consumer behavior; Contribute data to customer experience initiatives and business cases.
Seniority
Mid-level (1-3 years experience)