Customer Experience & Insights Analyst, Mid-level

Responsibilities

• Load, validate and maintain databases in the Qualtrics platform.
• Design and configure satisfaction, experience and market surveys using Qualtrics.
• Develop dashboards and management panels to monitor KPIs and results.
• Perform quantitative and qualitative analyses of survey results.
• Conduct analysis of comments and open-ended responses, identifying trends, opportunities and pain points.
• Execute and monitor survey distributions to different audiences.
• Monitor surveys in the field, ensuring quality and adherence to schedules.
• Prepare periodic Excel reports with indicators, field status and consolidated results.
• Support business areas in interpreting results and identifying improvement opportunities.
• Ensure the quality, integrity and consistency of collected data.

Requirements

• Bachelor's degree in Business Administration, Marketing, Statistics, Psychology, Social Sciences, Engineering, Technology or related fields.
• Experience with the Qualtrics platform.
• Knowledge in designing and managing market, satisfaction or customer experience surveys.
• Intermediate to advanced Excel.
• Experience creating dashboards and executive reports.
• Knowledge of data analysis and interpretation of metrics/KPIs.
• Experience with open-text analysis and comment categorization is a plus.