Senior Specialist, Insights

Company Overview

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick. The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 37 countries, and its deep expertise and client roster cross every industry and economic sector.

Department Overview

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.

Position Summary

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.

Essential Functions
- 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

**Qualifications**:

- Bachelor’s degree
- 4+ years of experience in consulting,, customer insights, data analytics teams or data-heavy client facing roles ¬
- Outstanding client service skills: responsive, proactive, empathetic and detail-oriented
- Demonstrated ability to derive insights from complex data
- Comfort in working with large data sets to execute analysis (Alteryx, DisplayR, Q, Tableau preferred)
- Excited about data and managing large data sets
- Attention to detail and top-notch delivery standards for clients