Tiger’s growing Banking Financial Services vertical seeks self-motivated AI/ML/Data Science professionals with domain expertise in the Banking and Financial Services space and strong technical skills for a challenging role in the Banking & Financial Services Analytics area.

Tiger is seeking a technical Qualtrics specialist for this role to support the growth of the client’s CX Research and Analytics team, specifically focusing on implementing and maintaining surveys, reporting, and technical implementations in the Qualtrics platform. The candidate will have the opportunity to work together with members of the Experience Optimization and Customer Experience Transformation teams. The candidate will be tasked with building and refining surveys and maintaining dashboards within the customer experience software platform and create strategic recommendations on how the client can improve and measure the health of the customer experience.

As part of larger Financial Services practice, you may get to work on a broad range of business-critical problems across various work streams across the BFS analytics value chain (Credit/Fraud Risk analytics, Marketing Analytics, Customer Analytics, Operations Analytics). You will be engaging with clients and client partners to understand their business context, and work with a team of data scientists and engineers

Location:
Bangalore/Hyderabad/Chennai

· Develop surveys and maintain dashboards within the Voice of the Customer (VoC) Qualtrics XM Engage platform.

· Design and document functional and technical requirements and help scope projects by understanding timelines and work.

· Solve complex technical implementations both independently and in a team environment.

· Understand and keep up-to-date the Client’s Listens program’s standard operating procedures.

· Analyze VoC data and create CX measurement reports and dashboards to improve net promoter score (NPS), overall customer satisfaction (CSAT), retention, and other key metrics.

· Maintain industry knowledge on maximizing the effectiveness of a VOC platform.

· 4-7 years of experience at a SaaS/Technology/Consulting Company.

· Hands-on experience with Qualtrics XM Engage, Qualtrics Certification or similar platform experience preferred.

· Experience in the delivery of technical solutions that drive business value

· Basic skills in the language of technology, through coding and engineering, e.g. HTML/CSS, Javascript (beneficial but not required)

· Ability to create and manage surveys within customer experience software, with attention to detail and outcomes of surveys.

· Proven track record of creating surveys and dashboards that allow business partners to gather actionable insights.

· Experience with visualization and reporting concepts.

· Strong understanding of data protection and security protocols.

· The ideal candidate is curious, confident, and solutions-focused with an interest in gathering customer insights and presenting those insights in a consumable format to facilitate business line improvements.

· Knowledge of Natural Language Processing engines with a focus on gathering and synthesizing unstructured feedback for business user consumption.

· Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly.

· Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully.