Job Description

Position Overview:

The Freddie Mac Single Family team is seeking a Senior Analyst, CX to work on a team on changing how we think and what we know about our clients. The ideal candidate will have a desire to bring a 360-degree view of our customers and clients to the forefront of our business and an instinct for converting data from disparate sources into consumable and useful insights.

You are curious at heart, flexible, diligent, able to work under deadlines, and approach your profession with a service orientation and desire to teach and advise others. The ideal candidate has demonstrated insights and analytics experience, is passionate about customer centricity, and loves data and research. You will be challenged and grow your craft by interacting, understanding, and serving some of the most sophisticated organizations in any industry.

Our Impact:

Understanding the needs, behaviors, and desires of some of the world's most sophisticated financial services institutions - as well as the role-based needs of our key client contacts within those institutions. As a core responsibility, we create impact in the organization by applying extensive knowledge of experience strategy principles, to synthesize customer research, robust data analytics, business modeling and competitive/market intelligence.

Your Impact:
Your work falls into two primary categories:

Customer Experience Analytics:

Collaborate with lead in designing strategy for and governance of a centralized Voice of Customer (VoC) text analytics program.
Collaborate with lead and business partners to identify and document business use cases.
Build and maintain data models within text analytics tool (e.g., Medallia, Clarabridge) to analyze large volumes of solicited and unsolicited VoC data.
Build a 360-degree view of our customers to derive trends and useful insights that drive key performance metrics and return on investments.
Deliver insights in the form of engaging and creative presentations and read-outs to internal clients and partners.
Partner closely with business leads to find opportunities to demonstrate and integrate CX and insights across the organization, including integration into the product delivery model.
Identify gaps in data, reporting, and general VoC platform capabilities and make recommendations for improvement.
Track insights to resolution and collaborate with lead to measure progress and success of the CX program.
Work with multiple business team across the organization, simultaneously, to improve adoption of CX tools by delivering value

Data Strategy:

Assist lead in designing strategy for and governance of our business-critical CX data and reports.
Evaluate VoC data quality against business use cases, perform gap analysis, and recommend improvements within or additional data sources to build a 360-degree view or our customers.
Drive conversations with business leaders to document and maintain requirements and business use cases.
Manage inventory of all CX reports and insights data requests.

Qualifications:

Typically, 5+ years' experience with growing accountability in the field of Customer Insights or Analytics including:
Solid understanding of VOC Tools such Clarabridge, Medallia, Qualtrics, etc. a strong plus.
Aligning insights to market performance and quantifying potential financial impact.
Familiarity with customer research methods used to capture qualitative and quantitative data.
Bachelor’s degree in Marketing, Finance, Statistics, Engineering, Operations, or related academic or professional background in qualitative and quantitative research.
Mortgage and B2B customer experience a strong plus
Strong analytical, problem-solving and project management skills.
Ability to influence large, diverse groups through fact-based analysis and decision-making.
Ability to coordinate and prioritize while working on multiple, simultaneous projects of varied size and complexity.
Phenomenal teammate willing to work in an agile environment.
Proven growth mindset: effective listening skills, respect for others' perspectives and contributions; can offer constructive feedback and accept and grow from feedback received.