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Customer Experience Research Analyst

Company: The Standard
Location: Beaverton
Posted on: April 8, 2021

Job Description:

At The Standard, you'll join a team focused on putting our customers first.

Our continued success is driven by a high-performance culture. We're looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what's right - across the company and in our local communities.

We offer a caring culture where you can make a real difference, every day.

Ready to reach your highest potential? Let's work together.

Job Summary:

The Customer Experience (CX) Research Analyst develops surveys, dashboards, and programs to help understand and articulate our customers' feedback and experience around pain points and needs. This role increases our CX insight gathering capacity which drives understanding, prioritization of actions, and accountabilities to measuring the results. The role works with a range of clients and stakeholders and sifts through details to identify essential questions and core insights to challenges. This role leverages a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer's experience with products, platforms and services. The CX Research Analyst is fully dedicated to supporting the Customer Experience program.

Principal Duties & Responsibilities:

Monitor and measure performance against customer expectations.

  • Centralize, analyze, and synthesize customer feedback and data
  • Develop and implement analysis and trends based on customer research efforts through surveys, employee feedback, and direct customer conversations
  • Look for areas where we can improve the customer experience by analyzing data, identifying trends, and partnering with internal teams

    Drive and influence business decisions based on customer insights and data.
    • Enable these decisions by combining data from multiple sources and compiling insights into an actionable format
    • In partnership with the business team, help ensure that customer feedback and insights are disseminated and utilized to improve products, processes, and interactions
    • In partnership with the business team, share insights from customer understanding tools throughout the organization
    • Provide tools and guidance to support improvement initiatives and to help drive change
    • Present a summary of various visualizations of the data, processes or other procedures as needed

      Collaborate with stakeholders to develop best-in-class sampling, surveys, dashboards, and closed loop programs.
      • Advise stakeholder functions on data requirements necessary to perform desired analyses
      • Design surveys and interview guides. Design program surveys in Qualtrics and build dashboards as needed
      • Act as a functional and technical project manager, partnering with the other CX Business members on delivery of research deliverables, and socialization and activation of research

        Job Specifications:

        Education: Bachelor's degree in Business, Marketing, or related quantitative field. Experience & Skills:
        • Five (5) or more years of experience in marketing research and/or customer experience (CX) with proven experience developing and managing strategic research projects from beginning to end. Project management experience preferred
        • Insurance and/or financial services industry experience preferred
        • Experience in business-to-business industries and indirect sales models preferred
        • Demonstrated technical knowledge and experience with survey research design, execution, data collection, and reporting along with qualitative research methods (focus groups, in-depth phone or in-person interviews, etc.)
        • Experience using online methodologies and in managing fielded studies
        • Dashboard and reporting design experience
        • Strong analytical skills with experience in statistical modeling and analysis required; multivariate and conjoint analysis skills preferred
        • Demonstrated ability to translate complex concepts into simple, clear, and actionable communications and recommendations to a diverse audience; concisely summarize a task, its purpose and timing to a wide range of internal stakeholders with varying awareness of projects
        • Exceptional written and oral communications skills
        • Strong project management and influencing skills
        • Strong analytical and creative problem-solving skills
        • Advanced skill levels in Microsoft Word, Excel (including pivot tables), PowerPoint; SAS or SPSS; demonstrated experience with survey, database, and reporting tools
        • Ability to work independently without direction and manage a tight schedule of multiple deadlines
        • Ability to differentiate lines of business, types of customers/partners, and current and emerging markets

          Professional certification required: None

          Physical Demands:

          N/A

          #LI-Remote

          Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.

Keywords: The Standard, Beaverton , Customer Experience Research Analyst, Professions , Beaverton, Oregon

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