Senior Analyst - Client Health (R-16142)

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The Senior Analyst, Client Health will take charge of streamlining our data collection and analysis processes. Working with the Head of Client Experience for Europe, to ensure effective and consistent measurement of client health, including usage and sentiment.

You will be responsible for collating data from various sources and tools, such as Gainsight, survey platforms, and client engagement metrics, to create comprehensive and engaging reports for the Europe Leadership Team. These reports will offer visibility into product usage trends and client sentiment, providing invaluable insights into the overall client experience.

Key responsibilities

• Measure the effectiveness of Dun and Bradstreet solutions and service model by analyzing and reporting data related to product usage and client sentiment.
• Collaborate with the Client Experience team to communicate to leadership regarding client experience and feedback trends, including sentiment analysis and identification of areas requiring action.
• Collate data from diverse tools and platforms to deliver a comprehensive view of client experience across pan-European and regional levels.
• Benchmark techniques and tools to continually enhance voice of client capture, analysis, and reporting processes, making recommendations for improvement.
• Foster and maintain strong relationships with related teams across the business to ensure alignment and collaboration on client-focused initiatives.

Essential requirements

• 5+ years' experience, demonstrating a strong background in client/customer experience analysis and reporting.
• Bachelor's degree is preferred.
• Proficiency in B2B client/customer experience methodologies, utilizing platforms and tools like Gainsight, Qualtrics, NPS, CSAT, CES, etc.
• Capability to independently manage the design and automation of reports and dashboards, facilitating visibility for teams and identifying both preventative and proactive opportunities for improvement.
• Strong collaborative skills, enabling effective teamwork and communication with diverse stakeholders across departments and levels.
• Innovative mindset with a demonstrated ability to explore and implement improved methods for capturing, tracking, and reporting on client health measurement, driving continuous enhancement in processes and outcomes.