Job Description

NPS Prism
Title: Senior Specialist, Insights and Strategy Delivery
Company Profile:
NPS Prism is a market-leading, cloud-based CX benchmarking and operational improvement platform owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPSxc2xae, and on every step of the customer journey.
With NPS Prism you can see where youre strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition.
Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company as one of the worlds best places to work. We believe that diversity, inclusion, and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.
Position Summary:
In this role you will be a member of the client facing Commercial NPS Prism team. You will be responsible for working with the Commercial team, Product team and Bain case teams and Partners to support Prism sales conversations and pipeline objectives, support our clients in adopting Prism, and manage operational elements of the Prism commercial process. Successful candidates will have the ability to thrive in a fast-paced, dynamic environment and be comfortable balancing on a variety of asks and workstreams in parallel.
Key drivers to success in this position are becoming an expert on Prism product knowledge, competitive CX insights, and attention to detail in creating all materials and running operational aspects of the Prism customer success and sales.
Key Responsibilities:
Support customer success and adoption efforts for the region
Analyze large datasets and drive the story building of CX insights for clients
Develop CX insights and materials that bring those stories to life for clients to showcase the value of Prism
Participate in client conversations with CEM(s) in region to deliver insights and support clients in use of the tool
Support client training and adoption needs in conjunctions with the CEM(s) including developing training materials and delivering training as needed
Execute bespoke cuts of Prism data as requested by the clients and approved by the region CEM(s)
Support Prism commercial processes and sales conversations in conjunction with the Prism and Partner region team
Develop CX insights and materials that bring those stories to life for prospective Prism clients to showcase the value of Prism
With CEM(s), support case teams needs to leverage select Prism insights in CD processes that provide opportunities to highlight Prism
Manage the tracking and updating of the pipeline to ensure visibility and highlight progress
Required Qualifications, Experience & Skills
Education:

• Bachelors degree in computer science, engineering, business, or any other technology-related field, or MBA, or strong relevant work experience.

Experience:
4+ years of experience in consulting, market research, customer insights, data analytics teams or data-heavy client facing roles
Skills:

• Outstanding client service skills: responsive, proactive, empathetic and detail-oriented

Strong interest in customer experience, loyalty analytics and applying strategic marketing to drive business results
Demonstrated ability to derive insights from complex data
Attention to detail and top-notch delivery standards for clients
Thrives in an entrepreneurial environment: you are proactive, a self-starter, and adaptive and can handle changing priorities
Strong communications skills and proven track record of collaborating across teams and organizations
Preferred Qualifications:
Irrespective of an individuals specific background, the successful candidate will be:
Collaborative someone who knows how to work with and through others to drive results and make change happen, as well is customer service orientated
Entrepreneurial, proactive, and productive - someone who knows how to prioritize what needs to be done and rallies colleagues to get things accomplished; roll up the sleeves type of attitude
Bright both insightful and creative, with strong problem-solving skills and pragmatic, with a practical, real-world sense of what is actually do-able. Possesses an affinity for data-driven insights to make decisions, and able to harness knowledge and expertise of the best content to support the Practice
Articulate and compelling in his/her oral and written communication skills; engaging and concise with interpersonal presence; adaptable across executive, technical and Bain audiences
Energetic, with drive, enthusiasm, and natural skills in relationship development; well-connected, with an extensive network of potentially relevant relationships
Inspirational Leadership - track record of managing high-performing, service-oriented team members, motivating and developing colleagues above and below their own tenure
A great colleague and teammate - passionate about the task at hand and fun to be around; someone with whom Bainies and clients go out of their way to work.
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