Customer Insights Analyst

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At Vanderbilt Mortgage, we believe home ownership makes lives better. For over 50 years, we’ve been committed to making home ownership more attainable for families across the country by providing mortgage solutions that unlock the freedom of home. As a national housing lender, we specialize in financing new and pre‑owned manufactured and modular homes. With a diverse range of loan products, a reputation for world‑class customer service and a coast‑to‑coast presence, Vanderbilt continues to be a leader in the industry.

Our strength is our people—which is why we prioritize investing in our Team Members through opportunities for growth, a healthy work‑life balance, and meaningful recognition of their contributions. Whether just starting out or bringing years of experience, Vanderbilt empowers our Team Members with the tools and training to build a successful career and reach their full potential.

Customer Insights Specialist (Non – LO – No Consumer Contact)

Full Time/Salary

Business Analytics

Senior Manager, Business Analytics

As Needed

Hybrid – 3 days in the office / 2 days remote.

The Customer Insights Specialist supports building a unified, actionable view of our customers across channels and business departments. The role encompasses Voice of Customer (VoC) program execution, customer behavior and interaction analytics, and coordination of technology solutions to turn data into measurable improvements across the customer journey. This position reports to the Senior Manager, Business Analytics and partners closely with department managers to drive closed‑loop action and measurable customer experience (CX) outcomes.

• Analyzes customer journeys, pain points, and opportunities using data from various systems
• Coordinates with Business Analytics on building dashboards for trend monitoring and insights, both ad‑hoc and recurring
• Partners with business groups to validate improvements and capture impacts
• Identifies experience gaps across customer groups and provides recommendations
• Maintains a prioritized backlog aligned to the customer support 360 strategic initiative
• Partners with data engineering and analytics on data quality, definitions, and privacy/opt‑outs

• Defines and reports KPI frameworks (e.g., CSAT, NPS, CES, FCR, sentiment) on a regular cadence and provides readouts to leadership
• Creates and updates VOC listening posts across customer touchpoints including surveys, voice, and digital feedback
• Analyzes and translates feedback into actions for business groups
• Facilitates communications, updates, and reports to internal stakeholders

• Supports Verint and internal teams on design, configuration, and road mapping
• Manages small proof‑of‑concepts, documents setup requirements, validation, success measures, and assists with communication and change management
• Enables adoption through coordination with training teams for end users and leaders

This job description is not an exhaustive list of all the functions that a team member may be assigned.

• High School diploma or equivalent, college preferred.
• 1‑2 years of related experience in customer experience, VoC/insights, or service analytics (financial services experience a plus).
• Strong computer skills; proficiency with Microsoft Office Suite and Power BI; working SQL knowledge preferred.
• Excellent written and verbal communication skills across phone, Teams, Zoom, email, and in‑person.
• Ability to manage multiple priorities with strong attention to detail and organization.
• Strong interpersonal skills; able to work across teams and with external partners and vendors (including platform providers such as Verint).
• Demonstrated ability to convert insights into operational change and measurable outcomes.
• Ability to work in a team environment.

• Must be able to remain in a stationary position 75% of the time.
• Will be constantly operating a computer and…