Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com
Job Description
Reporting to the Client Insights Manager, the Client Insights / VoC (Voice of the Customer) Analyst will use analytical tools to identify trends in business and customer feedback, allowing business leaders to enhance our client experience.
You will:
- Design and conduct customer satisfaction surveys and other feedback mechanisms.
- Collect and analyze customer feedback from several channels (surveys, call recordings, customer service interactions, etc.).
- Transform raw data (structured and unstructured) into meaningful and useful analysis and visualization. Provide insights in meetings and presentations.
- Identify important metrics to better evaluate customer impacts related to performance of products, client relationships, service delivery, and business processes
- Develop streamlined, clear customer insights reports and dashboards to track performance
- Advocate for our customer with a balanced, objective and measured approach
Qualifications
Qualifications:
- 3+ years research and data analytics experience required (50% or more of role)
- Experience using qualitative and quantitative data from several input sources (surveys, call recording technology, user observations sessions, advisory boards, etc.) to develop important learnings, themes, and insights required.
- Experience with reporting design, remote dashboards, and portal products
- Experience with a VoC or Feedback Management system (Examples include Medallia, Qualtrics, Alida, Satmetrix)
- Expert in data visualization techniques
- Expert-level MS excel (can perform complex functions) user (VBA experience preferred) required
- Expertise in survey question design
- Provide examples of previous data analysis with business applicability (specific use cases will be discussed)
Benefits/Perks:
- This role is remote from within the US
- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote, hybrid or in-office
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
Additional Information
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
