BlackRock

CX Insights VOC Research Analyst

Company:
BlackRock
Location:
🇺🇸
Atlanta, GA
Posted on:
December 28, 2021

The Client Experience Insights / Voice of the Client (VOC) Research Analyst is responsible for building and implementing ongoing feedback mechanisms to collect client feedback (such as surveys) and turning the feedback and additional client research and business and operations data into concrete insights as part of our client experience insights program. If you are someone who is passionate about advocating for the client, thrives in a fast-paced environment, are comfortable with ambiguity and most importantly love turning data & client feedback into insights, then we want to talk to you!

The Client Experience Insights team is dedicated to capturing and evangelizing the client voice so that we can improve their end-to-end experience with BlackRock. Our team does this by using research, data and analytics to capture the client and colleague voice and translates and share those insights to inform our CX efforts. We then use product marketing to ensure our clients understand how BlackRock is working to meet their needs and drive adoption of solutions, along with continuous feedback.

In This Role, You Would

  • Manage current surveys and implement new surveys using Qualtrics, serving as our team subject matter authority on the Qualtrics platform
  • Develop surveys for research efforts using Qualtrics, leveraging the right methods and techniques to accomplish the survey objectives
  • Partner with researchers to identify where either internal or external surveys could support a specific research study objective
  • Find opportunities where gathering feedback could help business leaders better understand their client’s experience and identify possible improvements
  • Use data (structured and unstructured) in addition to surveys to identify key themes and trends for client needs and struggles using advanced analytics skills (such as text analytics)
  • Synthesize data and insights in a clear and concise way and communicate improvement opportunities based on the data
  • Collaborate with team members and partners to design and develop dashboards and reports to provide transparency into survey results
  • Work closely with key partners in compliance and privacy to ensure survey methods and communications adhere to all necessary policies

You Have

  • 3+ years experience in data analysis, marketing/UX/digital analytics or survey research including experience creating and sharing dashboards
  • Extensive knowledge of Qualtrics including designing and implementing various types of surveys, creating and maintaining dashboards for various personas, and building closed loop programs
  • Excellent analysis skills and comfort working with complex data sets to develop reports and dashboards to communicate critical client insights (SQL and Tableau skills are a plus) in a way that is succinct, clear and persuasive
  • Excellent written and verbal communication skills
  • Ability to work and deliver results independently, a self-starter
  • Curiosity and ability to learn new concepts quickly
  • Detail oriented and passionate about data integrity
  • Experience working with UX/CX research repositories is a plus (such as AirTable)

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.

Our Benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit careers.blackrock.com | www.blackrock.com/corporate | Instagram: @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.

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