Customer Insights Analyst

Bright Horizons

Newton, MA

Full Time

Entry Level

55k-65k

18 days ago

Job Description

About the Role

The Customer Insights Analyst works with the Customer Insights Team to evaluate and analyze customer experience surveys, creating visualizations and reports that communicate the customer's voice to the organization. This role requires a passion for data, analytical skills, and customer obsession to identify themes, trends, and actionable insights from surveys across multiple services at Bright Horizons. The position is remote and involves managing multiple time-sensitive projects within a fast-paced, collaborative team environment.

Key Responsibilities

Owns customer experience survey reporting and analysis through creation and maintenance of results dashboards, reporting, and one-off analyses for multiple service lines
Acts as a research/analysis subject matter expert and resource for Customer Insights
Understands the context of data and appropriate uses
Monitors, measures, and provides feedback on surveys and reports on their performance
Performs basic data transformations in Excel
Supports research development and end-to-end survey process
Monitors the health of surveys and reports issues to leadership
Works with stakeholders and end users of dashboards/reporting to communicate insights and ensure understanding
Develops and maintains a working knowledge of company operations
Collaborates with other departments to identify improvements to reports
Exercises authority to send and analyze surveys

Requirements

A minimum of 1 year of experience in an Analytics, Insights, or survey/dashboard creation role
Bachelor's Degree in Analytics, Math, Research, or a related field, or 3 years of additional relevant experience in lieu of degree
Experience with Qualtrics Customer Experience Platform
Strong analytical, problem solving, and critical thinking skills
Ability to prioritize and manage many competing demands in a fast-paced environment
Excellent written and verbal communication skills
Customer Experience mindset
Ability to self-check own work and correct errors
Strong skills in Excel, including sorting, filtering, and basic formula creation
Ability to learn new systems quickly

Qualifications

Experience with survey development/research and best practices
Experience with survey health monitoring and stakeholder communication

Benefits & Perks

Medical, dental, and vision insurance
401(k) retirement plan
Life insurance
Long-term and short-term disability insurance
Up to 9 paid holidays annually
40 hours of sick time per year
80 hours of vacation time per year

Working at Bright Horizons

Our people are the heart of our company. Because we're as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Bright Horizons provides equal opportunity in all aspects of employment and values diversity and inclusion.

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