Customer Experience (Cx) Insights Analyst

Are you looking for a career opportunity that provides work/life balance, career development/training, and supports the agriculture industry?

Overview

Horizon Farm Credit is actively seeking a Customer Experience (CX) Insights Analyst to join our team. One position available, qualified candidate may work in any available Horizon Farm Credit branch location. To view locations, click here Locations | Horizon Farm Credit. This position is eligible for a hybrid work schedule after 6 months of successful employment. Candidate may work 3 days at home and 2 days in the office.

Position Description: The Customer Experience (CX) Insights Analyst will focus on customers' journeys and associated experiences during their Farm Credit relationship. Through voice-of-customer (VOC) insights, this role identifies improvements and bright spots for the organization. In this role, you will be executing VOC programs, analyzing the relevant data, developing reports, and recommending actionable insights to embed with department teams are critical for success. Overall, you will help foster a customer-centric culture at Farm Credit in the organization's products, processes, services, technology, and promises.

Area of Responsibilities include:

• Surfaces voice-of-customer (VOC) and benchmark experience metric scores through a variety of methods including Qualtrics surveys, customer advisory groups, and loan/service journey mapping.

• Accurately document, track, and analyze customer feedback for actionable organization insights.

• Collaborate with teams to identify experience improvement opportunities, find resolution for customers, as necessary, and highlight organizational success stories as relayed by customers.

• Provides dashboard reports to various stakeholders with monthly, quarterly, and annual customer experience metrics and feedback.

• Work with the operations department leadership teams to identify opportunities for customer feedback to inform specific products, processes, or programs.

• Recommends and executes strategies to enhance customer research.

• Provide support to the department and leadership through reporting and analysis.

• Provide general support as needed to support the department's goals. Help build the customer experience culture at Farm Credit through customer experience educational training opportunities for our teams.

Education:

Education and/or experience equivalent to a Bachelor's degree in business administration, marketing, statistics, or related field.

Experience:

Generally, three or more years of customer experience, market research, and/or data analysis experience.

Skills:

• Experience with customer experience tools including the Qualtrics survey platforms, journey maps, or data analytics.

• Able to facilitate and conduct customer interviews.

• Experience developing surveys and analyzing feedback.

• Effectively analyze and share customer insights; make recommendations based on insights.

• Strong written and verbal communication skills.

• Ability to foster open communication and collaboration with demonstrated listening and presentation skills.

• Strong knowledge of the association and offered products and services.

• Understands current trends and how they impact the association.

• Builder internal and external networks.

• Ability to travel for farm visits, branches, training, etc.

• Adaptable and flexible to a changing work environment.

• Prolonged periods of sitting or standing at a desk and working on a computer.

• Regular, predictable, and reliable attendance is required.

Who are we?

Horizon Farm Credit is an expert in agriculture, with over 100 years of serving rural America. As a premier rural lender, we're constantly growing and seeking new members for our team. As part of the Horizon Farm Credit team, you have the opportunity to make a difference for agriculture and rural communities.

What can we offer you?

We offer competitive compensation and benefits packages for full-time employees including:

• Medical insurance with dental and vision care options

• 401 (k) with significant employer matching

• Paid time off, holidays and volunteer time to support work/life balance

• Tuition reimbursement and training opportunities

• Leadership and career development opportunities

• Paid parental leave and short term disability

• Fun and inclusive work environment

Salary Range: $53,900 - $66,000 Depending on previous experience.

Equal Opportunity Employer including veterans and individuals with disabilities.