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Senior Customer Experience Measurement Analyst (Qualtrics)

Securian
parental leave, paid time off, paid holidays, 401(k), retirement plan
United States, Minnesota, Saint Paul
Mar 05, 2026
Overview: At Securian Financial, we are committed to understanding and improving our customers' experiences. As a Senior Customer Experience Measurement (CXM) Analyst, you will play a key role in designing, deploying, and analyzing customer feedback mechanisms using Qualtrics or similar technology platforms. You will help drive actionable insights that enhance the customer and associate experience across the enterprise. Collaborate with the CXM Program Manager, internal stakeholders, and external vendors to deliver longitudinal, point in time and web intercept surveys, purpose-built Qualtrics dashboards, generative AI reporting and actionable insights that shape strategy and experience design. Responsibilities include but are not limited to: Qualtrics Platform Administration (for both EX and CX programs) User maintenance (additions/deletions). User permissions (profile set-up and configuration/changes). Manage the EX-Directory. Facilitate data enrichment mapping in Qualtrics platform. Survey Development & Management Build and program customer and employee experience surveys in Qualtrics. Assist in the management of EX question benchmarking. Set up automated triggers for survey deployment based on customer interactions. Troubleshoot survey logic, distribution issues, and data integrity concerns. Work with data/technology representatives in ensuring data and lists used are clean and complete. Build ticketing protocols that will facilitate closed loop processes. Manage the samples for each of these programs and ensure that automation is built to support a robust feedback platform. Build and maintain web intercept survey triggers. Data Analysis & Reporting Conduct in-platform analysis using Qualtrics tools to uncover trends and insights. Develop and maintain dashboards & users in Qualtrics that visualize customer feedback and experience metrics. Collaborate with cross-functional teams and customer experience measurement consultants to interpret findings and recommend improvements. Adobe Analytics Integrations. Build, perform and maintain text analytic topic models (i.e., TextiQ, XM Discover or Engage). Conduct and maintain semi-annual sentiment tuning. Continuous Improvement Monitor survey performance and recommend enhancements to improve response rates and data quality. Stay current on best practices in customer experience measurement and Qualtrics capabilities. Remain up to date on best practices in data visualization in dashboards. Qualifications: Bachelor's degree in marketing, business, psychology, data analytics, or a related field. 3+ years of experience working with Qualtrics or similar experience measurement platform. Strong analytical skills with experience in survey design, data visualization, and dashboard creation. Detail-oriented with excellent problem-solving and troubleshooting abilities. Effective communicator with the ability to translate data into actionable insights. Experience working in a collaborative, cross-functional environment. Preferred Qualifications: Experience in the financial services/insurance industry. Familiarity with voice-of-customer/employee programs. Basic knowledge of statistical analysis or data science tools is a plus. At Securian Financial the internal job title for this position is Strategy & Innovation Sr. Analyst. Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you live within a commutable distance (90 minutes) you'll join us 3 days each week in our office to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules. The estimated base pay range for this job is:* $72,000.00 - $134,000.00 Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team. Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job - it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here: Paid time off: We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what's important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian. Leave programs: Securian's flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave. Holidays: Securian provides nine company paid holidays. Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian's 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service. Health insurance: From the first day of employment, associates and their eligible family members - including spouses, domestic partners and children - are eligible for medical, dental and vision coverage. Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you. Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including: Mental Wellness and Disability Pride at Securian Financial Securian Young Professionals Network Securian Multicultural Network Securian Women and Allies Network Servicemember Associate Resource Group For more information regarding Securian's benefits, please review our Benefits page. This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions. Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY). To view our privacy statement click here To view our legal statement click here