Customer Insights Specialist

7 days ago

Manila, National Capital Region, Philippines S&P Global, Inc. Full time
About the Role:

Grade Level (for internal use): 09

The Role:
S&P Global Market Intelligence Global Marketing team is looking for a Customer Insights Specialist to leverage data analytics and customer feedback to drive actionable insights that enhance customer experience and inform business strategies. The ideal candidate will have a strong background in utilizing Qualtrics for survey design, data analysis, and reporting and experience working with AI for modeling data and utilizing machine learning models and new analytical methods.

The individual will collaborate closely with the team, enterprise and cross-divisional CX stakeholders and business line partners to drive meaningful VOC projects and deliver impactful results to the business by uncovering opportunities to enhance the overall customer experience.

Responsibilities:

  • Collaborate with the Customer Insights Program Manager to administer assigned projects from start to finish, ensuring the success of design, implementation, and delivery of results. This includes collaborating regularly with the team, composing surveys; cleaning and preparing resulting data; identifying insights; and presenting findings.
  • Analyze customer feedback and data using Qualtrics and other survey tools (i.e., Pendo) to identify trends, insights, and opportunities for improvement.
  • Collaborate with cross-functional teams, including marketing, business line stakeholders, and customer service, to integrate customer insights into business strategies.
  • Design, implement, and manage customer surveys and feedback mechanisms to gather valuable data.
  • Develop and maintain dashboards and reports to effectively communicate insights and recommendations to stakeholders.
  • Conduct regular presentations to management and teams on customer insights, trends, and strategic recommendations.
  • Support continuous improvement initiatives based on customer insights and feedback.
  • Stay updated on industry trends and best practices in customer experience and insights analysis.
  • Enhance customer experiences through continuous improvement initiatives and processes.

Qualifications:

  • Bachelor's degree in Business, Marketing, Data Analytics, or a related field.
  • 2+ years of experience in customer insights, market research, or data analysis.
  • Proficient in using Qualtrics CX Platform for survey design, data collection, and analysis, XM certification preferred.
  • Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
  • Knowledge of data analytical tools and techniques for process improvement.

Skills:

  • Strong analytical skills and experience with data visualization tools and the ability to interpret data and make informed decisions.
  • Excellent communication and presentation skills, with the ability to convey complex insights clearly.
  • Ability to work collaboratively in a collaborative environment.
  • Detail-oriented with a passion for enhancing customer experiences.

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

Inclusive Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and equal opportunity, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.

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