Insights Analyst - Customer Surveys

Ready to make a difference? Experian has evolved into a global tech company in data and analytics. We're passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses and society. We're a member of the FTSE 30 and for more than 125 years we've helped economies and communities flourish – and we're not done.

Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, experienced people and new ideas so we can help create a better tomorrow. To do this we employ 'big-thinkers' that share our purpose #uniquelyexperian

The Insights Analyst is a team player and has a working knowledge of Voice of Customer Surveys, CX Systems, Salesforce, Tableau, PowerBI, Analytics, and turning reporting into business relevant Insights.

CX Reporting Programs & Insights

• Lead the annual Net Promoter Score (NPS) Program for North America across all Business Units
• Set the NPS strategy and lead the region to complete the annual survey from Account/Contact selection through survey launch, and action planning, working with BU leads and the Global CX team.
• Build, deploy, and maintain transactional surveys in CX Platforms
• Report to business on survey performance: response rates, completion times, abandon rates etc
• Conduct statistical analyses to identify drivers and opportunity areas related to NPS and CSAT
• Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis
• Create insight-driven alerts, reports, presentations and dashboards to provide easy access to customer feedback across the organization
• Summarize important reporting methodology and findings to partners and team-members.
• Promote efforts to improve survey/feedback methodology
• Liaising, supporting Global CX team
• Champion Client Journey Map and related KPIS
• Establish contact data quality metrics for surveys
• Ensuring on going data integrity - CRM, Tableau, and other systems are accurate and up to date• Liaising directly with senior officials of businesses to understand the bigger financial picture that could influence the business.
• Conduct training and act as an SME
• Provide support to Team Manager
• Provide support and coach team to up skill and increase knowledge.

• Work experience in the field of Voice of Customer, customer insights, customer experience, or related field
• Familiarity with customer data platforms
• Experience integrating customer satisfaction data with operational data from a variety of sources, including Salesforce
• Demonstrated history of creating impactful dashboards, reports, and analysis.
• Must have a working knowledge of Salesforce, Sales Insight and CX Platforms
• Advanced Excel skills (can perform complex functions) and examples of reporting
• Comfortable using Business Intelligence tools like Tableau, PowerBI to retrieve data and build well-designed visualizations and dashboards
• Familiarity with survey platforms and can launch surveys and analyze results
• Demonstrated experience transforming raw data into applicable information

This is a permanent home-based role in Costa Rica. No relocation available.

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Our uniqueness is that we celebrate yours. Experian's culture and people are main differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) 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 a critical 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.