Client Engagement, Insights Specialist

ABOUT THE JOB 

Remote job based in the USA. 
 
WHO WE ARE & WHAT MAKE’S US A GREAT PLACE TO WORK 
 
NPS Prism, owned by Bain & Company, is a leading cloud-based CX benchmarking platform. We provide actionable insights that help clients create exceptional customer experiences. Since our launch in 2019, we've grown to over 200 team members and serve clients worldwide. As part of Bain & Company, recognized globally for top-tier benefits and a great work environment, we value diversity, inclusion, and collaboration. We nurture exceptional talent, helping you thrive both professionally and personally. 
 
WHERE YOU'LL FIT WITHIN THE TEAM 
 
You'll report directly to a Client Engagement Manager within the Commercial NPS Prism team. Your role will involve supporting the Commercial and Product teams, as well as Bain case teams, to aid in Prism sales and client adoption. This includes managing data analysis for client delivery. Successful candidates will excel in a fast-paced, dynamic setting and adeptly handle multiple tasks and workstreams. 
 
Key drivers to success in this position are becoming an expert on Prism product knowledge, competitive CX insights, and attention to detail in creating materials and running operational aspects of the Prism customer success. 
 
WHAT YOU’LL DO 

• 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 Client Engagement Managers (CEMs) 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) 

• With support from your Sr CEM, develop CX insights and materials that bring those stories to life for prospective Prism clients to showcase the value of Prism 

ABOUT YOU: 

Required: 

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

• Strong experience with storytelling with data (e.g., building slides in PowerPoint based on data) 

• Outstanding client service skills: responsive, proactive, empathetic and detail-oriented 

• Strong interest in customer experience, loyalty analytics and applying strategic marketing to drive business results 

• Demonstrated ability to derive insights from complex data 

• Comfort in working with large data sets to execute analysis (in Excel and Tableau preferred) 

• Attention to detail and top-notch delivery standards for clients 

• Thrives in an entrepreneurial environment: you are proactive, a self-starter, and adaptive and can handle changing priorities 

• Strong communications skills and proven track record of collaborating across teams and organizations 

Nice to Have: 

• Comfort in working with large data sets to execute analysis (in Alteryx, SQL) 

Irrespective of an individual’s specific background, the successful candidate will be: 

• Collaborative: Works well with others to achieve goals and drive change; customer service-oriented. 

• Entrepreneurial: Proactive and productive, able to prioritize tasks and motivate colleagues; a "roll up the sleeves" attitude. 

• Bright: Insightful and creative, with strong problem-solving skills and a practical approach; adept at using data-driven insights. 

• Communicative: Clear and engaging in both oral and written communication; adapts easily to different audiences. 

• Energetic: Enthusiastic, driven, and skilled in building relationships. 

• Team Player: Passionate about their work, enjoyable to collaborate with, and someone teammates and clients prefer to work with. 

WHAT WE OFFER: 
 
Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work with top-tier benefits. 
 
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.