Senior Analyst, Customer Insights

Overview

The Senior Analyst, Customer Insights is responsible for designing, building, and operationalizing customer feedback programs using Qualtrics to capture insights across key touchpoints in the customer journey. This role will partner closely with Sales, Operations, Marketing, and Client Success teams to develop actionable insights that improve onboarding, campaign execution, and post-campaign performance, ultimately driving customer satisfaction, retention, and revenue growth.

Key Responsibilities

Survey Strategy & Program Design

• Develop and manage a comprehensive customer feedback strategy across the full customer lifecycle, including:
• Onboarding / implementation
• Campaign execution (in-flight)
• Post-campaign / renewal stages
• Design scalable survey frameworks that align with business priorities and key performance indicators (e.g., NPS, CSAT, effort scores).
• Identify key moments that matter in the customer journey and ensure feedback is captured in a timely and actionable manner.

Qualtrics Survey Development & Administration

• Build, test, and deploy surveys within Qualtrics, including advanced logic, branching, and personalization.
• Own end-to-end survey lifecycle management (programming, QA, deployment, monitoring, optimization).
• Manage integrations between Qualtrics and internal systems (e.g., CRM, sales systems) to automate survey triggers and data flows.
• Maintain survey governance standards, including branding, survey fatigue management, and compliance with data policies.

Data Analysis & Insights

• Analyze survey data to identify trends, key drivers, and areas for improvement.
• Develop dashboards and reporting to track customer sentiment across touchpoints.
• Translate findings into clear, actionable insights for stakeholders across Sales, Operations, and Leadership.
• Conduct deeper root-cause analyses to inform strategic decisions and operational improvements.

Continuous Improvement & Governance

• Monitor survey performance and continuously optimize response rates and data quality.
• Establish and enforce best practices for customer feedback collection and analysis.
• Stay current on Qualtrics capabilities and industry trends to enhance program effectiveness.
• Recommend and implement process improvements to enhance the customer experience.

Required Qualifications

• 4–7 years of experience in customer insights, survey research, sales operations, or a related analytical role.
• Hands-on experience building and administering surveys within Qualtrics (required).
• Experience managing customer feedback programs across multiple lifecycle stages.
• Strong analytical and data interpretation skills.

Technical Skills

• Advanced proficiency in Qualtrics survey design (logic, workflows, dashboards).
• Experience integrating survey tools with CRM systems (e.g., Salesforce) is preferred.
• Strong Excel and/or data analysis skills; experience with BI tools (Sigma) is a plus.
• Ability to work with large datasets and synthesize insights quickly.

The draw (salary) range for this role is $90,000-$100,000 per year. This role is also eligible for commission. Compensation is determined during our interview process by assessing a candidate’s experience and skills relative to internal peers and market benchmarks evaluated for the scope and responsibilities of the position. Please note that the foregoing compensation information is a good-faith assessment associated with this position only and is provided pursuant to the New York Salary Transparency Law.

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All applicants shall receive equal consideration without regard to race, color, religion, gender, marital status, gender identity or expression, sexual orientation, national origin, age, veteran status or disability. Please refer to the OUTFRONT Media Affirmative Action policy statement.