Sr BI Analyst

Citizens · Westwood, MA · 1 wk ago

Analyst$105k–$140k/yrFull-time

Analyze data from internal VoC programs (e.g., NPS, CSAT, transactional surveys, complaints, etc).
Review and interpret external third-party research (e.g., benchmark studies, market research, syndicated reports).
Identify trends, patterns, and emerging customer needs across channels and touchpoints.
Transform data into easily understandable visualizations and reports to inform decision making and insights.
Identify necessary data to support hypothesis testing and conduct database queries and supporting analysis.
Develop practical, data-backed recommendations to improve customer experience, processes, or service / product offerings.
Synthesize findings into clear summaries that highlight key customer insights, recommendations and implications.
Contribute to dashboards, reports, and recurring insights deliverables for internal stakeholders.
Create clear charts, tables, and visuals that effectively communicate findings.
Ensure data accuracy and consistency across reports.
Work with senior CX team members to support presentations for business leaders.
Respond to ad-hoc analysis requests and support ongoing CX initiatives.
Learn and apply best practices in customer research, analytics, and storytelling.

Bachelor’s degree in Business, Marketing, Analytics, Statistics, Psychology, Social Sciences, or a related field.
5-7 years of experience in analytics, customer insights, market research, consulting, or a related role.

Analytical Skills: Ability to analyze quantitative and qualitative data and draw meaningful conclusions.
Data Tools: Experience with Excel and/or Google Sheets; familiarity with BI or analytics tools (e.g., Power BI, Tableau, Qualtrics) is a plus.
Data Integration: Ability to extract data from the enterprise data warehouse and perform analysis using SQL and Python.
Synthesis & Storytelling: Strong ability to distill complex data into clear insights and actionable recommendations.
Communication: Clear written and verbal communication skills, with attention to detail.
Collaboration: Comfortable working with cross-functional partners and supporting senior team members.
Research Fundamentals: Basic understanding of survey design, research methods, and data interpretation.
Curiosity & Learning Mindset: Interest in customer experience, continuous improvement, and learning new tools and methodologies.

Exposure to Voice of Customer programs or customer survey platforms (e.g., Qualtrics, Medallia, etc.).
Experience working with external research vendors or syndicated research (JD Power, Bain, Forrester, etc.).
Basic knowledge of statistics or data visualization best practices.

The salary range for this position is $105,000-$140,000 per year, plus an opportunity to earn an annual discretionary bonus.

Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities.
When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

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