Business Analyst, Customer Insights

Customer Insights & Survey Coordinator Department: Customer Experience / Customer Insights (non-Technology) Position Summary The Customer Insights & Survey Coordinator builds and manages internal and customer surveys, monitors customer feedback, and produces recurring performance reports. This role partners with requestors, the customer analytics team, and other internal groups to deliver timely, accurate results. It also supports team operations by maintaining project tracking and process documentation. Key Responsibilities Survey Management: Work with requestors to define survey objectives, criteria, timelines, and related requirements Build surveys in the Qualtrics platform, following requestor specifications and internal best practices Schedule survey distributions and deliver results on time Collaborate with the customer analytics team as needed to meet requestor needs Distribute ongoing customer surveys, and monitor and report on completion rates and customer feedback Research & Reporting: Support assigned customer research, including understanding impacts and coordinating with other teams as required Complete and distribute recurring reports: Weekly customer platform performance report Monthly contact center performance report Monitor activity in the Customer Community and provide reports as requested Team Task & Documentation Management: SharePoint: Track projects and task lists;add and review reports and process documentation Confluence: Maintain current documentation and processes;create new content as needed Trello: Track team initiatives Other Support ad hoc projects as needed Qualifications Education: High school diploma or equivalent (minimum) The team is looking for a balance between education and relevant work experience Experience & Skills: Experience building and distributing surveys, preferably in Qualtrics (or similar survey platforms) Experience producing recurring performance or operational reports Familiarity with SharePoint, Confluence, and Trello, or comfort learning collaboration and project-tracking tools quickly Strong written communication and the ability to gather requirements from stakeholders Strong attention to detail, organization, and ability to meet deadlines Ability to work cross-functionally with analytics, contact center, and other teams #J-18808-Ljbffr Peyton Resource Group