Senior Customer Insights Engineer
Job Location:
Springfield, VT - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
POSITION SUMMARY:
TheSenior Customer Insights Engineerleads customer experience programs by combining technical skills data analysis and leadership storytelling. Key responsibilities includeQualtrics program designworkflow automation andadvanced data reporting.
ESSENTIALFUNCTIONS:
Design build andmaintaincomplex Qualtrics surveys workflows dashboards ticketing processes and reporting structures.
Create automated insights generation processes for unstructured data so it delivers next best action recommendations to retail hospitality boat call center club digital and operational leaders.
Configure advanced Qualtrics workflows including automated alerts closed-loop feedback processes routing logic ticket creation escalations and integrations.
Build andmaintainticketing systems within Qualtrics to support customer recovery service issue resolution and operational follow-up.
Partner with IT data and business teams to integrate Qualtrics with internal systems CRM platforms data warehouses and reporting environments.
Manage data mapping embedded data contact lists directories metadata survey logic and response structures to ensure scalable and reliable program design.
Design andoptimizecustomer feedback surveys across multiple touchpoints including post-transactionrelationship digital contactcenter loyalty and journey-based programs.
Partner with business stakeholders to define researchobjectives feedback strategies sample plans and analysis approaches.
Continuously evaluate survey performance response rates data quality and respondent experience.
ALL OTHER DUTIES AS ASSIGNED
EXPERIENCE/QUALIFICATIONS:
Minimum Degree Required:Bachelors Degree
Certificate(s) or License(s):
Years of experience: 5-7
KNOWLEDGESKILLSAND ABILITY:
Understand Qualtrics XM programs configurations and best practices.
Develop measurement frameworks for key customer experience metrics such as NPS CSAT CES trust loyalty likelihood to return and issue resolution.
Experience with SQL Python R Tableau Power BI Looker or similar analytics and visualization tools.
Experience supporting retail eCommerce loyalty contact center digital hospitality or service-based customer experience programs.
Strong experience with data mapping data modeling and integrating feedback data with enterprise datasets.
Advanced dashboard design and reporting experience preferably within Qualtrics and Power BI.
Strong analytical skills with the ability to interpret complex data andidentifyactionable insights.
Experience creating executive-level reports presentations and business recommendations.
Excellent communication storytelling and stakeholder management skills.
Ability to manage multiple priorities work independently and partner across technical and non-technical teams.
TRAVEL REQUIREMENTS:
Occasional
PHYSICAL REQUIREMENTS:
Regularly completes computer work and sits.
Occasionally walks and stands.
Seldomly lifts up to 50lbs.
INDEPENDENT JUDGEMENT:
Performs tasks and duties under general supervision using established procedures and innovation.Choosesfrom limited alternatives to resolve problems. Occasional independent judgment isto complete work assignments. Often makes recommendations to work procedures policies and practices.
Performs duties within scope of general company policies procedures andobjectives. Analyzes problems and performs needs assessments.Usesjudgment in adapting broad guidelines to achieve desiredresult. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies procedures and practices.
Developsobjectivesand general policies and procedures for a specific program or functional area ofresponsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed bysupervisor.
Full Time Benefits Summary:
Enjoy discounts on retail merchandise our restaurants world-class resorts and conservation attractions!
- Medical
- Dental
- Vision
- Health Savings Account
- Flexible Spending Account
- Voluntary benefits
- 401k Retirement Savings
- Paid holidays
- Paid vacation
- Paid sick time
- Bass Pro Cares Fund
- And more!
Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race color creed religion sex pregnancy sexual orientation gender identity age national origin ancestry citizenship status disability veteran status genetic information or any other basis protected by applicable federal state or local law.
Reasonable Accommodations
Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process please visit your nearest location or contact us at
Required Experience:
Senior IC
About Company
Bass Pro Shops is your trusted source for quality fishing, hunting, boating and outdoor sporting goods. Inspiring people to enjoy & protect the great outdoors.
