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Job Type: Interim (W-2)
Location: Washington, District Of Columbia

McKinley’s large nonprofit client in DC is looking for a long-term, contract Customer Insights Analyst to help uncover and analyze members, as well as other targeted consumers’ pain points and ultimately improve the organization’s consumer experience. The Customer Insights Analyst will accomplish this by building models and analyzing unstructured data collected from multiple feedback sources then translating them into actionable insights that drive consumer experience improvements and help build satisfaction and loyalty.

Responsibilities:

  • Develop insights reports that tell a story in alignment with stakeholders’ goals and requests, as well as narrative dashboards
  • Incorporate advanced analytics into customer insights and properly package business insights and findings for consumption (communicating insights verbally and visually)
  • Clearly and succinctly communicate the findings and insights with proper verification and validation techniques
  • Communicate and collaborate with groups internal groups
  • Ensure adherence to project schedules and deliverable timelines
  • Build and maintain categorization models
  • Ensure data integrity and accuracy
  • Conduct categorization and sentiment audit analysis
  • Conduct data analysis and interpretation
  • Identify early warning signals and opportunistic approaches from insights gathered
  • Monitor system related maintenance tasks and check for accuracy and completion

Requirements:

  • Bachelor's degree in Statistics, Analytics, Economics, Data Science or related discipline preferred
  • 3+ years of relevant work experience, business consultant and/or management consulting experience preferred
  • 3+ years of analytic experience; experience with predictive modeling
  • Preferred experience with text analytics tools (Clarabridge, Sprinklr, MaritzCX, Medallia, or similar text analytics/NLP software)
  • Experience analyzing voice of the customer findings to identify actions that improve customer experience
  • Ability to identify and tell a story using data
  • Ability to manage multiple tasks simultaneously within a continually changing environment
  • Excellent problem-solving skills and ability to navigate challenging situations
  • Ability to work with vague concepts and be able to break down into tangible work, action items, and next steps
  • Strong written, analytical and verbal communication skills

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