Customer Insight Analyst / Confirmit Programmer

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POST DATE 8/9/2016
END DATE 12/19/2016

LexisNexis New York, NY

New York, NY
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Full Time
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Customer Insight Analyst/ Programmer

LexisNexis Legal and Professional is seeking a Customer Insight Analyst/Programmer to assist with an enterprise-wide redesign of our global NPS (Net Promoter Score) program. This individual will manage sample data, program surveys and create real-time reporting through the research platform Confirmit that increases employee visibility and understanding of NPS and Customer Experience (CX). This program redesign has high visibility throughout the organization and offers a unique opportunity to have a significant impact on our customer experience.

Questions candidates have to be able to answer "Yes!" to are: Are you adept at working with large, sometimes messy data sets Do you get excited thinking about ways to bring data to life Do you wake up in the middle of the night, thrilled to discover you've solved the scripting issue that was plaguing your survey


Confirmit Platform Responsibilities

* Implement required changes to existing NPS surveys, and program additional ad hoc surveys as needed
* Assist in creating/maintaining Global NPS reporting via Confirmit Reportal

Data Management Responsibilities

* Work with business partners to establish automated data-feeds for survey sample files and other operational data; monitors/addresses data feed problems on an ongoing basis
* Responsible for documenting sample requirements and maintaining sample integrity
* Assist in establishing complex employee hierarchy reporting within Confirmit reportals; Responsible for weekly maintenance of employee hierarchies on an ongoing basis

Program Management Responsibilities

* Respond to employee inquiries around the NPS program - methodology questions, sample concerns, survey & reporting requests, etc


* 2-3years in customer insights/market research (preferred)
* At least 1yearexperience with Confirmit (Authoring, Reporting and/or Scripting)
* Strong analytical ability
* High attention to detail
* Comfortable working with complex data sets
* Ability to multitask and handle multiple deadlines
* Experience with NPS (Net Promoter Score) a plus
* Project management skills a plus
* Bachelor's degree or equivalent experience with Confirmit