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Customer Advocacy Insights Specialist, Sr. in Columbus at Huntington

Date Posted: 2/4/2018

Job Snapshot

Job Description

Customer Advocacy person will:

• Conduct customer and market research
• Conduct analysis of complaint data, consumer tracking studies, and other adhoc research studies
• Select the appropriate research methodology and analytical techniques
• Design qualitative and quantitative research plans, questionnaires and moderator guides
• Program questionnaires into online survey tools (MaritzCX, Qualtrics)
• Track trends and Interpret results for complaint data, prepare reports, identify opportunities and make actionable recommendations
• Present findings to the business
• Synthesize enterprise-wide and business specific, ad hoc and trended customer survey data, identify improvement opportunities and partner with Customer Experience Managers, Continuous Improvement and Business Units to drive solutions
• Identify situations that would benefit from customer or market research and recommend appropriate research plans
• Scan, identify, classify and store customer relevant insights from external/industry sources. Routinely or as directed share with Customer Advocacy Team and the business
• Analyze external / syndicated research, draw insights, prepare reports that support and supplement what we learn from customers directly

Basic Qualifications:

• Bachelor's Degree
• Minimum of 1 year or more of experience conducting data analysis and reporting, or managing survey research projects or tracking programs
• Proficient with Excel, Word and PowerPoint

Preferred Qualifications

• Advanced degree is a plus
• Experience in statistical analysis and statistical software (e.g. SPSS, SAS, Minitab)
• Experience designing reports and presentations that tell a story with data, clearly identify opportunities and point to actions
• Experience in analyses and interpretation of quantitative and qualitative data into actionable insights
• Proactive, positive attitude, self-starter approach
• Time management and organizational skills

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Tobacco-Free Hiring Practice: To demonstrate our commitment to health and wellness, Huntington will not hire any candidate who uses tobacco or any nicotine product including, but not limited to, cigarettes, cigars, pipes, smokeless tobacco, chewing tobacco, snuff or snus, nicotine gum, the nicotine patch or any other kind of nicotine replacement product (where permitted by applicable state law). Candidates applying for positions in those states will be notified of this practice during the recruitment process and, if offered a position, will be screened for cotinine (to check for use of tobacco and/or nicotine products and/or nicotine replacement therapy products) before they begin employment. If the position to which you're applying is covered by this practice, the job application will provide greater detail as to what constitutes tobacco use.

Huntington does not accept solicitation from Third Party Recruiters for any position.