Senior Specialist, Insights

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be [1] consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for [2] diversity and inclusion, women, LGBTQ and parents.

WHO YOU’LL WORK WITH

[3] NPS Prism, Bain’s proprietary data business, is a market-leading customer experience benchmarking service. NPS Prism creates NPS and customer episode/journey benchmarks by surveying very large numbers of customers in a given sector. Customers are asked to identify the companies with which they do business, declare their likelihood to recommend each provider, describe why, and answer a battery of additional questions designed to reveal experiences with specific episodes, as well as share of wallet, channel preference, and other important data. NPS Prism offers rock-solid NPS benchmarks all the way to the episode level, the ability to determine the extent to which any given episode contributes to a company’s competitive differentiation, the value of improvement, and the ability to link performance to operational episode metrics. It is delivered through an interactive platform that allows subscribers to do their own analysis.

WHERE YOU'LL FIT WITHIN THE TEAM

Key drivers to success in this position are becoming an expert on Prism product knowledge, competitive CX insights, and attention to detail in creating all materials and running operational aspects of the Prism customer success and sales.

WHAT YOU’LL DO

Support customer success and adoption efforts for the region
- Analyze large datasets and drive the story building of CX insights for clients
- Develop CX insights and materials that bring those stories to life for clients to showcase the value of Prism
- Participate in client conversations with CEM(s) in region to deliver insights and support clients in use of the tool
- Support client training and adoption needs in conjunctions with the CEM(s) including developing training materials and delivering training as needed
- Execute bespoke cuts of Prism data as requested by the clients and approved by the region CEM(s)

Support Prism commercial processes and sales conversations in conjunction with the Prism and Partner region team
- Develop CX insights and materials that bring those stories to life for prospective Prism clients to showcase the value of Prism
- With CEM(s), support case teams needs to leverage select Prism insights in CD processes that provide opportunities to highlight Prism
- Manage the tracking and updating of the pipeline to ensure visibility and highlight progress

ABOUT YOU

Required
- 4+ years of experience in consulting, customer insights, data analytics teams or data-heavy client facing roles

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**Outstanding client service skills**: responsive, proactive, empathetic and detail-oriented
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Demonstrated ability to derive insights from complex data
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Comfort in working with large data sets to execute analysis (Alteryx, DisplayR, Q, Tableau preferred)
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Excited about data and managing large data sets
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Attention to detail and top-notch delivery standards for clients
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**Thrives in an entrepreneurial environment**: you are proactive, a self-starter, and adaptive and can handle changing priorities
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Strong communications skills and proven track record of collaborating across teams and organizations

Preferred

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Tableau, DisplayR or Q experience
- Collaborative - someone who knows how to work with and through others to drive results and make change happen, as well is customer service orientated
- Entrepreneurial, proactive, and productive - someone who knows how to prioritize what needs to be done and rallies colleagues to get things accomplished; "roll up the sleeves" type of attitude
- Bright - both insightful and creative, with strong problem-solving skills and pragmatic, with a practical, "real-world" sense of what is actually "do-able". Possesses an affinity for data-driven insights to make decisions, and able to harness knowledge and expertise of the best content to support the Practice
- Articulate and compelling in his/her oral and written communication skills; engaging and concise - with interpersonal "presence"; adaptable across executive, technical and Bain audiences
- Energetic, with drive, enthusiasm, and natural skills in relationship development; well-connected, with