Citizens Market Research Analyst in Boston, Massachusetts
Market Research Analyst At Citizens, we value exceeding customer expectations, doing the right thing, thinking long-term and working together. Our goal is to be a top-performing organization known for its customer-centric culture, attitude of continuous improvement and excellent capabilities, as we help our customers, colleagues and communities reach their potential. Citizens is seeking a Market Research (MR) Analyst to support the growth of the Customer Experience Transformation team, specifically focusing on customer experience insights and finding opportunity for Citizens to better deliver our brand to consumers and clients in a way that resonates with their needs and expectations. The candidate will be exposed to multiple CX teams and will have the opportunity to work together to bring value to the customer as well as turn insights into action. The candidate will need to participate in internal and external customer research, competitive analyses, and strategic recommendations on how Citizens can improve and articulate the customer experience. What You’ll Do:
Conduct primary customer research to uncover areas of opportunity to improve the customer experience.
Analyze Voice of Customer (VoC) data, and create CX measurement reports to improve net promoter score (NPS), overall customer satisfaction (OSAT), retention, and other key metrics
Translate OSAT, NPS, Voice of Customer efforts into actionable insights, operational improvements, and feedback loops across the organization.
Work with internal CX team and business lines across the bank to connect the dot on insights and recommendations
Build internal client relationships and contribute to the success of customer experience efforts through reporting and analysis.
Identify opportunities for improvement across multiple business lines using data-driven evidence from the customer research surveys and customer experience program
What We’re Looking For:
1 - 3 years of experience in market research, customer experience, customer service, analytics, program management or other relevant area
The ideal candidate is energetic, confident, and solutions-focused with an interest in strategy, research, and data.
Great communication skills, both written and verbal. Be comfortable reaching out and making connections throughout the organization as well as leading meetings.
Ability to create and manage relationship and transactional surveys within customer experience software
Hands-on experience with platforms such as Medallia, Qualtrics, or other experience management software
Knowledge of contact centers, customer satisfaction, CX data analysis
Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly
Proficiency in Microsoft Office Suite, specifically Excel as well as Tableau or similar visualization tools
Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully
Bachelor’s degree or equivalent experience
Hours and Work Schedule
Hours per Week: 40
Work Schedule: M-F
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Why Work for Us
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.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
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