customer insights specialist

As a Customer Insights Specialist you will be part of the Bank’s Customer Experience (CX) Βusiness Area and you will support the measurement and analysis of Customer feedback, contributing to the continuous improvement of Customer Experience initiatives.

The job holder will play a key role in collecting, analyzing, and reporting on Customer insights, focusing on Net Promoter Score (NPS), transactional feedback, and Customer satisfaction metrics. He/she will work closely with other teams to interpret Customer data, develop reports, and ensure that insights are effectively communicated to drive action. This is an ideal role for someone who enjoys working with data, research, and storytelling, and wants to develop expertise in customer insights and CX analytics in a dynamic and growing team.

What you will be doing

•   Support the execution and analysis of Customer Experience research, including NPS, CSAT, and other Customer satisfaction metrics.

•   Contribute to the design, monitoring, and reporting of Customer feedback surveys and dashboards.

•   Use survey platforms (e.g., SurveyMonkey, Medallia, Qualtrics, or similar) to create, manage, and analyze surveys.

•   Gather and interpret quantitative and qualitative Customer insights, including survey results and verbatim analysis.

•   Coordinate fieldwork functions by working closely with internal departments that manage Customer data and set up personalized campaigns for sending surveys, ensuring smooth execution and accuracy in customer outreach.

•   Contribute to the development of clear, data-driven reports and presentations for internal stakeholders.

•   Work closely with senior team members to ensure insights are translated into actionable recommendations for improving Customer Experience.

•   Contribute to tracking and maintaining CX metrics, ensuring consistency and accuracy in reporting.

•   Support ongoing improvements in research methodologies and customer feedback processes.

What you need to have

•   A Bachelor’s degree in Business, Economics, Marketing, or a related field.

•   At least 5 years of experience in customer insights, market research, data analytics, or a similar role.

•   Solid understanding of quantitative research, survey design, and customer feedback methodologies.

•   Experience working with survey platforms (e.g., SurveyMonkey, Medallia, Qualtrics, or similar).

•   Experience in coordinating fieldwork operations.

•   Experience working with data sets, dashboards, and analytical tools (Excel, Power BI, Tableau, or similar).

•   Strong analytical and problem-solving skills, with the ability to identify patterns and trends in customer data.

•   Good communication and storytelling abilities, to present insights in a clear and engaging manner.

•   A customer-centric mindset and a passion for improving customer experiences.

•   Excellent command of the English and Greek languages (written and spoken).

What we offer

It’s all about our people. At Alpha Bank, you will enjoy:

•   A friendly and collaborative working environment that encourages learning and growth.

•   The opportunity to gain valuable experience in customer experience insights and data-driven decision-making.

•   A culture that fosters continuous learning and professional development.

•   The chance to work on exciting projects and contribute to the bank’s transformation journey.

•   Flexible working options and a competitive salary with benefits.

All applications will be acknowledged and treated with utmost confidentiality.