CX Program & Insights Analyst

Description

POSITION: CX Program & Insights Analyst

Position Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity. Reporting to the Director of Market Research and Segmentation, the CX Program & Insights Analyst is responsible for managing the day-to-day operations of the customer feedback (or CX) program, analyzing customer and market data, and supporting customer segmentation to drive customer-centered, data-driven decision-making throughout CSB.

Key Result Areas :

• Manage day-to-day management of the CX program, ensuring effective operations of ongoing customer feedback loops, optimizing program setups, and monitoring results

• Identify key trends and actionable insights from customer feedback, partnering with internal teams to drive improvements


• Support the expansion of CX program by identifying key customer touchpoints, assessing operational feasibility, analyzing data, and implementing pilot initiatives

• Analyze customer, operational, and financial data to inform improvements in customer experience and retention and to guide future journey design

• Contribute to customer segmentation initiatives by maintaining and analyzing segment data, synthesizing internal and external data sources, and building dashboards for internal teams

• Assist with the development and refinement of marketing analytics metrics

• Support market research projects or competitive analysis as needed

• Oversee vendor contracting and onboarding processes, and manage existing vendor relationships

• Perform additional duties as required

Qualifications:

• Bachelor's degree required

• 3+ years of experience in CX/VoC program management and customer data analysis

• Strong program management skills with excellent organization and attention to detail

• Ability to process, analyze, and synthesize data from primary, secondary, and operational data sources

• Proficient in Microsoft Programs (including Excel and MS Access), CX platforms, and data analysis software (Tableau, Power BI or a similar program) required

• Excellent written and verbal communication skills

• Experience with financial services or other regulated industries is a plus


• Experience with market research, competitive intelligence analysis, or Marketing analytics helpful

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Location: Hybrid/Waltham, MA
Salary Range: $86,000 - $112,000

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $86,000 - $112,000. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

Visa Sponsorship : Cambridge Savings Bank is unable to sponsor or take over sponsorship of an employment visa for this role at this time.

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370.

Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.