Northern Trust

Client Experience Analyst

Northern Trust

full-time

Posted on:

Location Type: Hybrid

Location: Tempe • Arizona • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $90,820 - $154,280 per year

About the role

  • Lead the design, deployment, and analysis of XM programs using Qualtrics or similar platforms.
  • Ensure robust feedback collection and actionable reporting across all channels and markets.
  • Collect and synthesize customer feedback from NPS, CSAT, CES and operational systems.
  • Create insightful dashboards and reports for both local teams and the global hub.
  • Analyze customer interactions, pinpointing bottlenecks and improvement opportunities at global and regional levels.
  • Work effectively with product, marketing, and customer service teams across three business units, providing region-specific recommendations and fostering a culture of teamwork.
  • Track and report on key CX metrics, measuring the impact of initiatives and driving continuous improvement across the global enterprise.

Requirements

  • At least 5 years in XM or CX roles within global or multi-region organizations
  • Advanced knowledge of Qualtrics (preferred) or other leading survey and feedback management platforms
  • Proficient in CRM systems (Salesforce, Dynamics), survey tools, and Microsoft Office Suite, especially Excel
  • Strong skills in interpreting global and regional data, uncovering trends, and delivering actionable insights
  • Exceptional ability to work with cross-functional, global teams and communicate complex findings clearly in both group and individual settings.
  • Bachelor’s degree in business, Marketing, Statistics, or a related discipline.
Benefits
  • Retirement benefits (401k and pension)
  • Health and welfare benefits (medical, dental, vision, spending accounts and disability)
  • Paid time off
  • Parental and caregiver leave
  • Life & accident insurance
  • Other voluntary and well-being benefits
  • Discretionary bonus program that may include an equity component
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
QualtricsNPSCSATCESCRM systemsSalesforceDynamicsMicrosoft Office SuiteExceldata analysis
Soft Skills
teamworkcommunicationdata interpretationinsight deliverycross-functional collaborationproblem-solvingreportingfeedback synthesisbottleneck identificationcontinuous improvement