Voice of Customer Analytics & Insights Consultant
- Full-time
Company Description
You and Northwestern Mutual. We believe relationships are built on trust. That our lives and our work matter. And we’re much stronger together than we are apart. These beliefs launched our company nearly 160 years ago. Today, they’re just a few of the reasons why people choose to build careers at Northwestern Mutual.
Our business is about helping people secure their financial futures, and that starts with putting people first – our clients, our employees and our field representatives. Northwestern Mutual is known for financial strength. We’re strong, innovative and growing. Come grow with us.
Job Description
At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.
We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.
We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.
We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.
We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
What's the role?
This is a newly created analytics and insights position responsible for compilation, analysis and interpretation of client feedback data collected through the various client feedback mechanisms and turning it into a cohesive story. The candidate will use innovative analytical techniques to inform highly complex and sophisticated business questions. The candidate will perform ongoing as well as ad-hoc data analysis, utilizing quantitative techniques and algorithms primarily through our internal Client Feedback Management platform. The insights, findings, and recommendations that are revealed from the analysis will be shared with our business partners through interactive dashboards, visualization in presentations, and written communications.
Looking for a proactive and enthusiastic research & data analyst that possesses curiosity to turn data into information and information into actionable insights. A successful candidate will have a proven track record as a data analyst and would have experience working with both structured and unstructured survey data.
PRINCIPLE ACCOUNTABILITIES
- Be the go-to source for specific Customer Experience (CX) reporting and ad-hoc analysis for the Voice of Customer (VoC) team.
- Be the resident expert on the Client Feedback Management platform analytic tool.
- Deliver reports, insights and implications to assigned business partners to inform decisions that improve client experience.
- Perform data analysis and interpretation, using basic statistical techniques (Frequency distributions, Descriptive statistics, T-tests; z-tests, Cross-tabs, Correlations, Text analytics) to reveal new findings and insights to VoC team and other business partners.
- Determine requisite data elements and work with technical resources to design integrated datasets to provide required analysis.
- Identify opportunities to enhance the team’s analytical capabilities by evaluating current processes, new trends, working with business partners, and taking initiative to apply new and improved approaches.
- Proactively share relevant information and insights with the internal teams.
Bring Your Best! What this role needs:
- Bachelor’s degree in statistics, math, computer science, economics, MIS, business or related field. Master’s degree preferred
- Minimum of 5 years’ experience/knowledge desired in research and data analysis, application of statistical research techniques.
- Seasoned expert in advanced features of a variety of programs which may include Excel, Access, SQL, SAS, SPSS and Business Intelligence tools.
- Experience and knowledge of the following advanced analytic techniques (Regression, Factor analysis, Cluster analysis highly preferred).
- Strong aptitude and desire for learning new development, analytic and presentation tools; modeling, analytic and quantitative techniques.
- Demonstrated ability to gather information systematically; consider a broad range of issues or factors; grasp complexities and perceive relationships among problems or issues; use accurate logic in analysis.
- A strong team player
Req ID: 5882
Position Type: Regular Full Time
Education Experience: Bachelor's Required
Employment Experience: 6-8 years
Licenses/Certifications: None
FLSA Status: Exempt
Posting Date: 04/13/2016