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Senior Analyst, Customer Experience

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Reporting to Assistant Director of Enterprise Experience, the Senior Analyst, Customer Experience owns a portfolio of research efforts to inform customer centric priorities within the Northwestern Mutual Customer Experience. This role requires experience with and a passion for customer research. In addition, individuals in this role, must have a desire to build a deep understanding of the enterprise to ensure work and recommendations are aligned to the company's overall business strategies and goals.  A blend of analytical prowess, intellectual curiosity and strong communication / interpersonal skills are needed to thrive in this role. This position is required to be on site, 3 days a week.

​Primary Duties and Responsibilities

  • Lead the creation of and oversee all aspects of strategically aligned consumer research, including questionnaire design, programming, and analysis

  • Manage ongoing panels of target consumers / clients to support individual research portfolio as well as critical research questions generated elsewhere in the enterprise specific to the panels’ participants

  • Access, gather, and perform data analysis and modeling to build insights required to make strategic decisions

  • Work with vendors to manage multiple projects in a fast-paced work environment

  • Present findings and recommendations to senior leadership with a focus on translating insights into actions

  • Other responsibilities may be assigned


  • Bachelor’s degree or equivalent in business, engineering, mathematics, economics, psychology, marketing, or related field

  • 2+ years of professional research and analysis experience

  • Expertise collecting, analyzing & synthesizing both quantitative and qualitative insights generating actionable recommendations

  • Knowledge of SAS or SPSS for data tabulation, analysis and statistical procedures

  • Prior experience with feedback management tools (Qualtrics, Medallia, InMoment, Confirmit, Clarabridge, etc.)

  • Strong statistical and analytical skills, as well as experience working with data from diverse sources (quantitative, qualitative, various channels)

  • Experience in problem solving, research, quantitative analysis and analytical working techniques

  • Strong aptitude and desire for learning new platforms, development, analytic and presentation tools; modeling, analytic and quantitative techniques

  • Strong communication and presentation skills, with Powerpoint as the primary communication platform

Our Benefits!

  •  Collaborative team first environment
  •  Tons of room for career growth.
  •  We offer highly competitive compensation, including annual bonus opportunities
  •  Medical/Dental/Vision plans, 401(k), pension program
  •  We provide tuition reimbursement, commuter plans, and paid time off
  •  We provide extensive Professional Training Opportunities
  •  We offer an excellent Work/Life Balance

#LI-Hybrid ​

Compensation Range:

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Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additiona l information relating to location-based pay structures.

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now!

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.