- 7 years or more of relevant research, data analysis or consulting experience
- 5 years or more of quantitative and qualitative primary market research
- Proficient with analytic tools such as SQL, R, SPSS, Python
- Hands-on experience with text-mining tools
- The ability to collaborate across multiple teams and work within tight timeframes
- Superior consulting, communication and influencing skills.
- Managing a CX program and identifying actionable insights that can have a meaningful impact on the customer experience and business metrics, such as acquisition, retention and deepening
- The ability to use data and storytelling to influence others
- Ability to analyze and synthesize data quickly and see connections across different studies and data sources
- Strong business acumen or orientation, with innate curiosity
- A passion for the customer
- Advanced knowledge of using analytic and statistical techniques and developing strategic frameworks to answer high profile business questions
- Strong executive communication skills (verbal/written) and ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers through both personal interactions as well as the creation and delivery of effective presentations.
- Managing end to end systems and processes and systems for NPS and CSAT
- Packaging research insights into compelling executive-ready presentations
- Partnering with leaders to create research learning agendas that align with broader organizational KPIs
- Ensuring that deadlines are met, particularly in support of metrics related to KPIs
- Collaborating to deliver integrated solutions to key business partner questions
- Socializing insights and analytics across Fidelity and making connections between business partners where relevant
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Soteriare Boston, United StatesSenior Manager, Data Analytics and Insights, NPS and CSAT page is loaded · Senior Manager, Data Analytics and Insights, NPS and CSAT · Apply · locations · Boston, MA · Westlake, TX · Durham, NC · Merrimack, NH · Smithfield, RI · time type · Full time · posted on · Pos ...
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Fidelity Investments Boston, United StatesJob Description: · The · Purpose · of Your Role · This role · mainly manages · the daily functioning of the customer experience research – specifically the NPS and CSAT programs. · These studies are consumed by various businesses across Fidelity retail and drive various str ...
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Fidelity Investments Boston, United StatesJob Description: · The · Purpose · of Your Role · This role · mainly manages · the daily functioning of the customer experience research specifically the NPS and CSAT programs. · These studies are consumed by various businesses across Fidelity retail and drive various stra ...
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Fidelity TalentSource LLC Boston, United StatesJob Description: · u200Bu200B The · Purpose · of Your Roleu200Bu00A0 · This role mainly manages the daily functioning of the customer experience research specifically the NPS and CSAT programs. These studies are consumed by various businesses across Fidelity retail and drive ...
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Senior Manager, Data Analytics and Insights, NPS and CSAT - Boston, United States - Fidelity Investments
Description
Job Description:The Purpose of Your Role
This role mainly manages the daily functioning of the customer experience research - specifically the NPS and CSAT programs. These studies are consumed by various businesses across Fidelity retail and drive various strategic decisions including but not limited to the spheres of new customer acquisition, help identifying cross selling opportunities, improving driving digital engagement and giving Fidelity a competitive advantage by delivering better overall customer service. This team manages data that supports decisions on compensation of many of Fidelity's front-line representatives.
The Expertise We're Looking For
You will be responsible for running critical programs that drive compensation, KPIs and lead insights generation and integration.
Certifications:
Category:
Business Analytics and Insights
Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
