The Customer Insights Analyst works with the Customer Insights Team to evaluate and analyze our customer experience surveys to create visualizations and reporting that carries the customer's voice to the organization. This role requires a passion for data, analytical skills, and customer obsession to identify themes, trends and actionable insights from our customer experience surveys for multiple services across Bright Horizons. Experience in survey development/research and best practices are necessary to share in the end-to-end research process. This position will be part of a fast-paced, collaborative team and must be able to manage multiple time-sensitive projects.
This Hybrid role requires in-person work at our Newton, MA headquarters
Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.
Responsibilities
- Owns customer experience survey reporting and analysis through creation and maintenance of results dashboards, reporting, and one-off analyses for multiple service lines
- Acts as a research/analysis subject matter expert and resource for Customer Insights
- Understands context of data and appropriate uses
- Monitor, measure and provide feedback on surveys and report performance
- Performs basic data transformations in Excel
- Supports research development and end-to-end survey process.
- Monitors health of surveys and brings issues to leadership
- Works with stakeholders and end users of dashboards/reporting to communicate insights and ensure understanding
- Develop and maintain a working knowledge of company operations
- Works collaboratively with other departments to identify improvements to reports
- Exercises authority to send and analyze surveys
Minimum Requirements
- A minimum of 1 year of experience in an Analytics, Insights, or survey/dashboard creation role
- Bachelor's Degree in Analytics, Math, Research, or a related field, 3 years of additional relevant experience considered in lieu of degree
Additional Job Requirements
- Experience with Qualtrics Customer Experience Platform
- Strong analytical, problem solving, and critical thinking skills
- Ability to prioritize and manage many competing demands, and thrive in a fast-paced environment
- Excellent written and verbal communication skills
- Customer Experience mindset
- Ability to self-check own work and correct errors
- Strong skills in Excel, including sorting, filtering, and basic formula creation and use
- Ability to learn new systems quickly required
At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position.
Benefits:
Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term and short-term disability insurance
Life at Bright Horizons:
Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives.
Come build a brighter future with us.
Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources:
Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).
If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
