Client Experience (CX) Analyst

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