NPS Prism
Title: Specialist, Insights and Strategy Delivery
Company Profile:
NPS Prism is a market-leading, cloud-based CX benchmarking and operational improvement platform owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS, and on every step of the customer journey.
With NPS Prism you can see where you're strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition.
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. 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.
Position Summary:
In this role
you will be a member of the client-facing Commercial NPS Prism team. You will support the Commercial team, Product team, and Bain case teams in delivering high-quality insights and materials for clients and prospective clients.
You
will focus primarily on analysis, insight generation, and creation of client-ready materials, while supporting operational aspects of client refreshes and commercial processes under guidance from Client Engagement Managers.
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. Successful candidates will thrive in a fast-paced environment and demonstrate strong analytical rigor, attention to detail, and a willingness to learn.
Key Responsibilities:Support customer success and adoption efforts for the region- Analyze large datasets and support 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
- Support preparation for client conversations and attend client sessions as needed to present specific analyses
- Support client training and adoption needs in conjunctions with the CEM(s) including Support development of client training materials and logistics; may assist in delivering portions of training sessions
- Execute bespoke cuts of Prism data as requested by the clients and approved by the region CEM(s)
Support creation of sales materials, proposals, and bespoke insight decks for prospective clients- Develop CX insights and materials that bring those stories to life for prospective Prism clients to showcase the value of Prism
- Support case team requests by preparing Prism analyses and slides for Commercial Development processes
Behavioral Expectations
As a Specialist, you are expected to:
- Deliver zero-defect, client-ready materials with appropriate supervision
- Approach problems in an answer-first, 80/20 manner
- Proactively manage your own deadlines and flag risks early
- Demonstrate growing technical expertise in Prism dashboards, survey methodology, and sampling
- Begin developing strong storyline skills before sharing work with supervisors
Required Qualifications, Experience & Skills - Education:
- Bachelor's degree in business, marketing, engineering, or any other technology-related field, or MBA, or strong relevant work experience.
- Experience:
- 3-5 years of experience in consulting, market research, customer insights, data analytics teams or data-heavy client facing roles
- Skills:
- 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
- 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
Preferred Qualifications (Good to Have):Irrespective of an individual's specific background, the successful candidate will be:
- Collaborative someone who knows how to work with 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 compellingin his/her oral and written communication skills; engaging and concise
- Demonstrates strong collaboration skills and ability to work effectively across teams
- Agreat colleague and teammate- passionate about the task at hand and fun to be around; someone with whom Bainies and clients go out of their way to work
