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# CX Program & Insights Analyst

- **Company:** Cambridge Savings Bank
- **Location:** Waltham, MA, United States
- **Experience:** Experienced
- **Salary:** $86,000.0 - $112,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Excel, Data Analysis, Customer Data Management, Microsoft Office, Power BI, Service Design, Tableau (Software)
- **Published:** July 10, 2026
- **Apply:** https://www.juju.com/job/00000000gf1vbj

## About the Role

* Bachelor's degree required

 * 3+ years of experience in CX/VoC program management and customer data analysis

 * Strong program management skills with excellent organization and attention to detail

 * Ability to process, analyze, and synthesize data from primary, secondary, and operational data sources

 * Proficient in Microsoft Programs (including Excel and MS Access), CX platforms, and data analysis software (Tableau, Power BI or a similar program) required

 * Excellent written and verbal communication skills

 * Experience with financial services or other regulated industries is a plus

 * Experience with market research, competitive intelligence analysis, or Marketing analytics helpful

## Description

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity. Reporting to the Director of Market Research and Segmentation, the CX Program & Insights Analyst is responsible for managing the day-to-day operations of the customer feedback (or CX) program, analyzing customer and market data, and supporting customer segmentation to drive customer-centered, data-driven decision-making throughout CSB.

Key Result Areas** **:

 * Manage day-to-day management of the CX program, ensuring effective operations of ongoing customer feedback loops, optimizing program setups, and monitoring results

 * Identify key trends and actionable insights from customer feedback, partnering with internal teams to drive improvements

 * Support the expansion of CX program by identifying key customer touchpoints, assessing operational feasibility, analyzing data, and implementing pilot initiatives

 * Analyze customer, operational, and financial data to inform improvements in customer experience and retention and to guide future journey design

 * Contribute to customer segmentation initiatives by maintaining and analyzing segment data, synthesizing internal and external data sources, and building dashboards for internal teams

 * Assist with the development and refinement of marketing analytics metrics

 * Support market research projects or competitive analysis as needed

 * Oversee vendor contracting and onboarding processes, and manage existing vendor relationships

 * Perform additional duties as required


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