Customer Insights Analyst

At Vanderbilt Mortgage, we believe homeownership makes lives better. For over 50 years, we’ve been committed to making homeownership more attainable for families across the country by providing mortgage solutions that unlock the freedom of home. As a national housing lender, we specialize in financing new and pre-owned manufactured and modular homes. With a diverse range of loan products, a reputation for world-class customer service and a coast-to-coast presence, Vanderbilt continues to be a leader in the industry. Our strength is our people—which is why we prioritize investing in our Team Members through opportunities for growth, a healthy work-life balance, and meaningful recognition of their contributions. Whether just starting out or bringing years of experience, Vanderbilt empowers our Team Members with the tools and training to build a successful career and reach their full potential.

POSITION TITLE: Customer Insights Specialist (Non – LO – No Consumer Contact)

JOB STATUS: Full Time/Salary

DEPARTMENT: Business Analytics

REPORTS TO: Senior Manager, Business Analytics

TRAVEL REQUIRED: As Needed

WORK SCHEDULE: Hybrid- 3 days in the office/ 2 days remote.

The Customer Insights Specialist supports building a unified, actionable view of our customers across channels and business departments. The role encompasses Voice of Customer (VoC) program execution, customer behavior and interaction analytics, and coordination of technology solutions to turn data into measurable improvements across the customer journey. This position reports to the Senior Manager, Business Analytics and partners closely with department managers to drive closed-loop action and measurable customer experience (CX) outcomes.

Customer Interaction Analysis

• Analyzes customer journeys, pain points, and opportunities using data from various systems
• Coordinates with Business Analytics on building dashboards for trend monitoring and insights, both ad-hoc and recurring
• Partners with business groups to validate improvements and capture impacts
• Identifies experience gaps across customer groups and provides recommendations
• Maintains a prioritized backlog aligned to the customer support 360 strategic initiative
• Partners with data engineering and analytics on data quality, definitions, and privacy / opt-outs

Voice of the Customer Program Operations

• Defines and reports KPI frameworks (e.g., CSAT, NPS, CES, FCR, sentiment) on a regular cadence and provides readouts to leadership
• Creates and updates VOC listening posts across customer touchpoints including surveys, voice, and digital feedback
• Analyzes and translates feedback into actions for business groups
• Facilitates communications, updates, and reports to internal stakeholders

Verint Solutions Coordination

• Supports Verint and internal teams on design, configuration, and road mapping
• Manages small proof-of-concepts, documents setup requirements, validation, success measures, and assists with communication and change management
• Enables adoption through coordination with training teams for end users and leaders

Other duties as assigned

This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.

QUALIFICATIONS:         

• High School diploma or equivalent, college preferred.
• 1-2 years of related experience in customer experience, VoC/insights, or service analytics (financial services experience a plus).
• Strong computer skills; proficiency with Microsoft Office Suite and Power BI; working SQL knowledge preferred.
• Excellent written and verbal communication skills across phone, Teams, Zoom, email, and in-person.
• Ability to manage multiple priorities with strong attention to detail and organization.
• Strong interpersonal skills; able to work across teams and with external partners and vendors (including platform providers such as Verint).
• Demonstrated ability to convert insights into operational change and measurable outcomes.
• Ability to work in a team environment.

PHYSICAL DEMANDS:

• Must be able to remain in a stationary position 75% of the time.
• Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.
• Will be communicating 90% of the time over Microsoft Teams, Zoom or phone.
• Must be able to exchange accurate information at all times.
• Must be able to identify and assess account status and determine appropriate process.
• Will constantly work in a state-of-the-art indoor temperature controlled, sealed window office environment.

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Vanderbilt Mortgage