Senior Customer Insight Analyst

Nordea is a leading Nordic universal bank. We are helping our customers realise their dreams and aspirations – and we have done that for 200 years. We want to make a real difference for our customers and the communities where we operate – by being a strong and personal financial partner.

Job ID: 24990
Would you like to help Nordea drive customer-centric decision making? We are looking for a senior customer insight analyst with a flair for behavioural data and data analysis to support us in delivering some of the major customer satisfaction surveys at Nordea.
We are creating a work environment where we develop and adapt to what we observe, in order to keep the customer voice at the core of the business and grow together. To help with this objective, we need your ideas and unique background!
At Nordea, we see that the world is changing fast – and we want to help our customers to succeed by providing them with the financial solutions of tomorrow. 
About this opportunity:
Welcome to Customer Behavioural Insights, a truly Nordic team working across all four Scandinavian countries to deliver strategic customer insights based on both qualitative and quantitative methods, often in collaboration. We support internal departments ranging from strategic marketing, communication and branding, to business development, service- and product- strategy teams. The team is responsible for delivering overall key performance indicators of customer satisfaction at Nordea, together with other satisfaction measures such as brand perception. 
What you’ll be doing:
* Support our team in delivering existing recurring customer surveys
* Implement and test surveys in our survey tool
* Continuously improve existing processes, methods and data outputs
* Transform your findings into tangible business insights and simple, to the point visualizations
* Communicate and present your insights to key stakeholders

You’ll join a team driven by curiosity and exploration, with team members from a broad range of academic backgrounds. All of us have a keen interest in learning new methods and to build upon each other’s areas of specialization. The position is based in Helsinki or Stockholm. 
Who you are:
Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.
To succeed in this role, we believe that you:
* Are more interested in what the numbers tell you than the numbers themselves. You have a sense for how to translate large data sets into actionable insights. Can think both analytically and intuitively to uncover user needs
* Have a technical and mathematical mindset with attention to detail but do not lose focus on the overall goals
* Are naturally curious and efficient minded, and whilst being meticulous you also constantly search for ways to improve processes and deliveries
* Like to collaborate with others and thrive on feedback and continuous improvement
* Build relations professionally across the organisation to improve your own work

Your experience and background:
* Proven track record and experience working with quantitative research methods, including conducting and analysing surveys
* Hands-on knowledge in applying data science and statistical methods to survey data - prior work with sampling and weighting methods is a plus
* Working knowledge with statistical tools, especially R and/or willingness to learn R
* Experience with content analysis of open comments is an advantage
* Experience with presenting and communicating results to diverse audiences
* Experience using Qualtrics is an advantage 
* Fluency in one local Nordic language is also an advantage

 If this sounds like you, get in touch!
Next steps
Submit your application no later than 26/07/2024. Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.
For more information, you’re welcome to contact recruiting manager Mats Leifler mats.leifler@nordea.se or Katrin Werner katrin.maren.werner@nordea.com Vacations during week 27-31. Interviews can start from week 32.
At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.
For union information, please contact finansforbundet@nordea.se  or SACONordea@nordea.com