Apply on Employer Site

Vanderbilt Mortgage and Finance, Inc · 13 hours ago

Customer Insights Analyst

Maryville, TN

Full-time

Hybrid

Entry Level

1+ years exp

Vanderbilt Mortgage and Finance, Inc. is a national housing lender committed to making homeownership more attainable for families. The Customer Insights Analyst supports building a unified view of customers and enhances customer experience through data analysis and coordination of technology solutions.

Financial ServicesLendingReal Estate

Responsibilities

Analyzes customer journeys, pain points, and opportunities using data from various systems

Coordinates with Business Analytics on building dashboards for trend monitoring and insights, both ad-hoc and recurring

Partners with business groups to validate improvements and capture impacts

Identifies experience gaps across customer groups and provides recommendations

Maintains a prioritized backlog aligned to the customer support 360 strategic initiative

Partners with data engineering and analytics on data quality, definitions, and privacy / opt-outs

Defines and reports KPI frameworks (e.g., CSAT, NPS, CES, FCR, sentiment) on a regular cadence and provides readouts to leadership

Creates and updates VOC listening posts across customer touchpoints including surveys, voice, and digital feedback

Analyzes and translates feedback into actions for business groups

Facilitates communications, updates, and reports to internal stakeholders

Supports Verint and internal teams on design, configuration, and road mapping

Manages small proof-of-concepts, documents setup requirements, validation, success measures, and assists with communication and change management

Enables adoption through coordination with training teams for end users and leaders

Other Duties As Assigned

Qualification

Customer experience analysisVoice of Customer (VoC)Power BISQLMicrosoft Office SuiteCommunication skillsInterpersonal skillsAttention to detailTeam collaboration

Required

High School diploma or equivalent

1-2 years of related experience in customer experience, VoC/insights, or service analytics

Strong computer skills; proficiency with Microsoft Office Suite and Power BI

Excellent written and verbal communication skills across phone, Teams, Zoom, email, and in-person

Ability to manage multiple priorities with strong attention to detail and organization

Strong interpersonal skills; able to work across teams and with external partners and vendors (including platform providers such as Verint)

Demonstrated ability to convert insights into operational change and measurable outcomes

Ability to work in a team environment

Preferred

College degree preferred

Working SQL knowledge preferred

Financial services experience a plus

Benefits

Medical and Dental Plan with Prescription Coverage and Vision.

Competitive benefits including 401(K) includes 100% company match of the first 4%.

Paid time off days (PTO), maternity/paternity leave, and holidays.

Community involvement including Volunteer Paid Time Off (VTO).

Tuition Assistance for your first degree

Enjoy coming “home” to our brand new, state-of-the-art Home Office equipped with onsite fitness facility with full gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant.

Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.

Collaborative and energetic work environment.

Professional development and promotional opportunities.

Competitive bonus programs.