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About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Senior Client Experience (CX) Analyst

Emphasis on Expertise in Experience Management (XM), Qualtrics, and Global Team Collaboration

Position Summary:

We are searching for a highly skilled Senior Customer Experience (CX) Analyst with a minimum of 5 years of proven experience in Experience Management (XM) roles, specifically within large, global organizations. The ideal candidate will demonstrate advanced proficiency in Qualtrics or other leading survey and feedback management platforms. This role requires a collaborative mindset and exceptional communication skills to thrive in a global team environment spanning three distinct business units.

Role Overview:

The Senior CX Analyst is instrumental in gathering, analyzing, and interpreting customer feedback and operational data from surveys, support channels, and behavioral metrics across diverse regions and business units. Operating within a hub-and-spoke structure, this analyst will partner with colleagues across three business units, leveraging XM expertise and Qualtrics (or comparable tools) to identify emerging trends, pain points, and opportunities for improvement. The role demands a high degree of cross-functional collaboration, supporting Voice of Customer (VoC) initiatives and delivering actionable, data-driven insights that support enterprise-wide goals and enhance customer journeys globally.

Key Responsibilities:

• Experience Management & Survey Platform Expertise: Lead the design, deployment, and analysis of XM programs using Qualtrics or similar platforms. Ensure robust feedback collection and actionable reporting across all channels and markets.

• Data Analysis & Dashboard Development: Collect and synthesize customer feedback from NPS, CSAT, CES and operational systems. Create insightful dashboards and reports for both local teams and the global hub.

• Customer Journey Mapping: Analyze customer interactions, pinpointing bottlenecks and improvement opportunities at global and regional levels.

• Collaboration & Communication: Work effectively with product, marketing, and customer service teams across three business units, providing region-specific recommendations and fostering a culture of teamwork. Present findings clearly to both technical and non-technical stakeholders.

• Performance Monitoring: Track and report on key CX metrics, measuring the impact of initiatives and driving continuous improvement across the global enterprise.

Required Qualifications & Skills:

• Experience: At least 5 years in XM or CX roles within global or multi-region organizations, with demonstrated expertise in managing enterprise-wide XM programs and survey-based feedback collection.

• Survey Platform Proficiency: Advanced knowledge of Qualtrics (preferred) or other leading survey and feedback management platforms.

• Technical Skills: Proficient in CRM systems (Salesforce, Dynamics), survey tools, and Microsoft Office Suite, especially Excel.

• Analytical Abilities: Strong skills in interpreting global and regional data, uncovering trends, and delivering actionable insights.

• Collaboration & Communication: Exceptional ability to work with cross-functional, global teams and communicate complex findings clearly in both group and individual settings.

• Education: Bachelor’s degree in business, Marketing, Statistics, or a related discipline.

Key Performance Indicators (KPIs) Managed:

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Customer Effort Score (CES)
• Retention Rate / Churn Rate

Salary Range:

$90,820 - 154,280 USD

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose. We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.

We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people. Apply today and talk to us about your flexible working requirements and together we can achieve greater.