The Northern Trust Wealth Management Marketing and Sales team seeks a senior research specialist who understands and knows when to use different research methodologies. As a member the team, the individual will contribute insights from research focused on improving the customer experience through the Voice of the Customer and various other research initiatives for Northern Trust. The senior research specialist will have the opportunity to design and deliver best-in-class programs to identify customer issues, understand patterns in customer behavior, analyze and research feedback, and generate actionable insights (strategic and operational) to shape and prioritize customer service efforts as well as digital product roadmaps. The senior research specialist is the subject matter expert for customer feedback metrics, trends, and topics, and understanding through insights-based customer stories.

Key Responsibilities

• Manage the development, execution, and delivery of surveys, analysis, and continuous improvements of all customer feedback insights and metrics.
• Analyze large data sets to identify areas of improvement and strengths for marketing, sales, finance and digital teams.
• Be able to take insights to craft and present a compelling and actionability story that drives business outcomes.
• Synthesize actionable customer insights from data (qualitative and quantitative), including survey data, other data sources (e.g., financial data, CRM, etc.) and identify clear next steps.
• Structure insights from the data and present recommendations that create compelling cases for change.
• Develop relationships with senior level executives throughout the organization.

Required Qualifications and Skills

• 5-8 years of experience in a market research or voice of customer research role.
• Strong knowledge of research methodologies, surveys, interviews, case studies, UX, etc.
• Experience using tools and technology (e.g., InMoment, Qualtrics, or similar survey analytics platform).
• Experience in analysis of voice of the customer data using statistical analysis tools (e.g., SPSS, Python, R).
• Excellent writing, visualization and presentation skills.
• Proficient with Microsoft Excel and PowerPoint.
• Knowledge of PowerBI is a plus.
• Ability to work autonomously, multi-task, and deliver high-quality work on schedule.
• Bachelor's degree, in marketing, economics, or business.
• Related experience in wealth management / financial services.
• Ability to influence, manage, negotiate, and communicate across all levels of the business.

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Working with Us:

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

• Gender Equality Index Member, Bloomberg
• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN'S Magazine

We'd love to learn more about how your interests and experience could be a fit with one of America's best banks and most sustainable companies! Build your career with us and apply today.