Data & Customer Insights Analyst, Client Experience

Location(s): Atlanta, GA / La Vista, NE / Oakdale, MN / Scottsdale, AZ / St. Petersburg, FL

Osaic is not considering remote candidates at this time. This is a hybrid role requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs and must be willing to work this schedule.

About the role

This role is responsible for analyzing complex customer, market, and operational data to deliver actionable insights that improve customer experience and advice strategic funding. The position partners cross-functionally to lead NPS analysis, customer journey mapping, and statistical modeling, translating data into clear recommendations that drive service and process improvements. The ideal candidate brings a strong analytical mindset, deep customer insights expertise, and is a self-motivated learner.

Responsibilities

• Administer and optimize customer feedback platforms (e.g., Pendo, Medalia) to maximize data collection and analysis efficiency
• Deliver sound, data-driven insights and recommendations as part of the Voice of the Customer & Corporate Strategy team
• Support Net Promoter Score (NPS) analysis, including verbatim feedback review, trend analysis, driver identification, and segmentation, to uncover root causes of customer sentiment and loyalty
• Document and monitor business processes, rules, requirements, metrics, and standard operating procedures as a result of transformation initiatives
• Present findings and recommendations with confidence and communicate these to sponsors and key stakeholders
• Stay current on customer experience, analytics, and financial services industry trends to continually enhance insights, methodologies, and impact
• Assess end-to-end process performance through collecting data from multiple sources to propose process improvement opportunities
• Build and maintain strong internal working relationships at all levels of the organization and across business units and site locations; leverage these relationships to drive meaningful change across the company
• Document current and future state through process flow, value stream mapping, and customer journey map exercises
• Perform other duties as assigned, especially those related to the organization’s Strategy & Voice of Customer agenda

Requirements

• 2-5 years’ experience in analyzing and synthesizing complex data including using dashboards and reporting tools (e.g., Pendo, Medallia, Snowflake, or Power BI)
• Strong Excel experience (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau
• 2-5 years of market research and/or consumer insights experience, specifically with NPS (Net Promoter Score)
• Strong process, customer journey, and value stream mapping experience that drives value-added business insights into process performance and customer impacts
• Strong process-driven, fact-based mindset, and problem-solving skills
• Passion for driving improvements to the service and customer experience
• Independent thinker, motivated self-starter, high attention to detail
• Experience leveraging statistical/probability techniques and tools to analyze processes
• Proficiency with Microsoft applications (Outlook, Word, Excel, PowerPoint, Visio, OneDrive, SharePoint)

Qualifications

• Minimum of Bachelor's level qualification in a quantitative field such as Analytics, Statistics, Economics, Computer Science, or a related field
• H.S. Diploma or GED certificate + 10+ years of significant practical experience in statistical modeling and customer insights will be considered

Preferred Qualifications

• Financial Services industry, Broker-Dealer, Banking, or Insurance experience
• Project and Program Management experience
• Experience linking NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of customer experience
• Proficiency in statistical modeling and hypothesis testing—including regression, driver analysis, and experimental design—to quantify the significance and impact of CX initiatives
• Medallia Admin Certified

Pay

$80,000 - $90,000 per year + annual bonus. Actual compensation offered will be determined individually based on job-related factors, including location, skills, licensure, experience, and education.

Benefits

• Health, vision, and dental insurance
• 401k
• Paid time away
• Volunteer days
• Additional benefits available; view details at Osaic Careers Benefits

Schedule

Full-time, hybrid schedule requiring a minimum of 4 days weekly in the office.