Company DescriptionExperian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we've been named in the **100 "World's Most Innovative Companies" by Forbes Magazine**.**Job Description**:Experian's Customer Experience (CX) team is looking to place the Voice of Our Clients (VOC) at the Heart of the business. To enable **this,** we need a data savvy, CX and insights expert. The **Insights Analyst** is our insights generator and business centric report creator. This role must understand data and be able to showcase results in a meaningful way.The Insights Analyst is a team player and has a strong working knowledge of CX Systems, Salesforce, Tableau, Analytics, and turning reporting into business relevant Insights.Key Responsibilities:**CX Reporting & Insights**- Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis.- Analyze quantitative and qualitative data to develop actionable insights and recommendations via ad hoc reports and visualizations.- Build meaningful reports and presentations in Excel, Tableau, Salesforce, Experian's CX platform and power-point.- Create insight-driven alerts, reports, presentations and dashboards to provide easy access to customer feedback across the organization.- Be able to summarize key reporting methodology and findings to stakeholders and team-members.- Act as a key partner to consultants, solution providers, and business stakeholders for all insights driven initiatives.- Ad-hoc data pulls for the CX team, GSE.**CX Global Standards, Documentation & Reporting**- Champion Client Journey Map and related KPIS.- Own Contact Data Standards, Process, and establish contact data quality metrics and reporting for surveys.- Report to business on survey opportunities: response rates, completion times, abandon rates etc.**Operations**- Build, deploy and maintain customer contact files surveys in CX Platforms ( like NICE/ Satmetrix) and or other systems.- Produce management information and reporting to stakeholders as and when required.- As necessary Ensure CRM, Tableau, and other systems are accurate and up to date.- Provide support to Team Manager.- Ensuring on going data integrity.- Liaising directly with senior officials of businesses to understand the bigger financial picture that could impact the business.- Conduct training and act as an SME.- Consistent attention-to-detail when handling CRM data.- Provide support, mentor and coach team effectively in order to up skill and increase knowledge.**Qualifications**:- 3-5 years of experience in data related roles.- Must have a working knowledge of Salesforce, Sales Insight, CX Platforms or other CRM.- Comfortable using Business Intelligence tools like Tableau, PowerBI, etc. to retrieve data and build well-designed visualizations and dashboards.- Demonstrated history of creating impactful dashboards, reports, and analysis.Strong numerical and statistical skills are highly desirable.- Proven ability to integrate customer satisfaction data with operational data from a variety of sources, including Salesforce.- Advanced Excel skills and examples of reporting.- Strong familiarity with customer data platforms.- Demonstrable ability to analyze data from disparate sources, extract valuable insights, and leverage them to inform strategic approach.- Familiarity with survey platforms and can launch surveys and analyze results with little supervision.- Strong analytical and problem-solving skills (advanced data analytics).- Demonstrated experience in transforming raw data into actionable information.- Strong organization and prioritization skills: intense attention to detail.- Strong critical thinking and analytical reasoning skills.- Fast learner, curious and passionate about understanding and improving customer experiences.- Team player, able to bring examples of positive peer feedback and collaborating to win to the table.Additional Information**Benefits**: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.Experian Careers - Creating a better tomorrow togetherFind out what its like to work for Experian by clicking here
