Client Experience Analyst

Northern Trust

. Lead the design, deployment, and analysis of XM programs using Qualtrics or similar platforms.

Posted 4/2/2026full-timeTempe • Arizona • 🇺🇸 United StatesMid-LevelSenior💰 $90,820 - $154,280 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

QualtricsNPSCSATCESCRM systemsSalesforceDynamicsMicrosoft Office SuiteExceldata analysis

Soft Skills

teamworkcommunicationdata interpretationinsight deliverycross-functional collaborationproblem-solvingreportingfeedback synthesisbottleneck identificationcontinuous improvement