Customer Insights Analyst

1 week ago


Charlotte, North Carolina, United States Shellpoint Mortgage Servicing Full time
Job Summary

We are seeking a highly skilled Customer Insights Analyst to join our team at Shellpoint Mortgage Servicing. As a key member of our organization, you will be responsible for developing and implementing surveys to gather valuable insights from our customers and stakeholders.

Key Responsibilities
  • Design and develop surveys using various platforms, including Qualtrics and SurveyMonkey.
  • Program, test, and distribute surveys across different divisions and departments.
  • Review survey requirements and provide feedback on programming considerations.
  • Develop custom solutions for specific survey requirements, working closely with business owners to ensure their needs are met.
  • Ensure surveys are accurately and efficiently programmed, allowing for accurate data collection and ease of back-end data processing.
  • Provide an engaging and user-friendly respondent experience.
  • Design results dashboards and provide reports as necessary.
  • Monitor performance of survey platforms and provide feedback to the team and vendors as needed.
  • Monitor and respond to technical support needs related to surveys and reporting.
  • Communicate progress of survey project assignments, completion rates, and deadlines.
Requirements
  • Bachelor's degree in Marketing, Marketing Research, Communications, Business, or a related field.
  • 2-4 years of experience in Marketing Research.
  • 2-4 years of experience working with survey platforms.
  • 6 years of experience working with data.
  • Demonstrated knowledge of survey design.
  • Ability to translate survey requirements into a functional, user-friendly survey.
  • Ability to work across functional boundaries and interact with employees at all levels of the organization.
  • Ability to multi-task with high attention to detail.
  • Excellent written and oral skills.
  • High familiarity with Microsoft Office Suite.
  • Experience with Qualtrics desired.
  • Experience with JavaScript, SQL, HTML, and/or CSS is a plus.
What We Offer
  • Medical, dental, vision, life, and disability insurance.
  • 401(k) plan with company match.
  • Employee Assistance Plan.
  • Performance-based incentives.
  • Pet insurance.
  • Advancement opportunities.
Company Culture

We are proud to be an equal opportunity employer and celebrate our employees' differences. We believe that diversity makes us better and are committed to creating an inclusive work environment.



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