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Senior Customer Advocacy Insights Specialist in Columbus at Huntington

Date Posted: 9/12/2018

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

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
  • Proficient with Excel, Word and PowerPoint
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.
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