Client Engagement, Insights Specialist

NPS Prism is a market-leading, cloud-based customer experience (CX) benchmarking and operational improvement platform, wholly owned by Bain & Company. Our platform delivers actionable insights and analysis that help organizations design game-changing customer experiences. Built on rigorous research methodology and robust data, Prism enables clients to benchmark their performance on overall NPS® and each step of the customer journey against competitors. 
Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. While NPS Prism is its own company, NPS Prism is 100% owned by Bain & Company — one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work.  

We believe that diversity, inclusion, and collaboration are key to building extraordinary teams. We hire exceptional people and create an environment where they can thrive, grow, and become the best version of themselves.  
 

WHAT YOU’LL DO   

As a Customer Insights and Strategy Delivery Specialist, you will be a key individual contributor on the Commercial team. You will be working with the Commercial team, Product team and Bain consulting teams and Partners to ensure clients see the full value of Prism, responsible for generating insights from a robust dataset and managing daily client interactions. 

This is a highly cross-functional, fast-paced role that blends client-facing work, data analysis, and strategic storytelling. You’ll be hands-on in building insights, crafting presentations, supporting the team, and helping clients integrate Prism into their daily decisions. 
 

Your key responsibilities will include:   

• Analyze large datasets, build insights and help transform complex data into compelling stories 

• Partner with your Senior Client Engagement Manager (Sr CEM) to build client-ready materials and presentations that clearly communicate CX insights 

• Support the team with some specific data extractions for strategic reports and materials in alignment with Commercial team priorities 

• Manage client request backlog and data refreshes process 

• Support client onboarding, engagement, and ongoing adoption of NPS Prism 

• Join client meetings and assist in delivering insights, training, and tailored support 

• Create and deliver training sessions and materials for clients, as needed 

• Become a subject matter expert in Prism’s metrics, benchmarks, and industry-specific CX dynamics 

ABOUT YOU 

Required 

• At least 3 years of experience in strategy consulting, customer insights, analytics, or data-driven, client-facing roles 

• Strong analytical and problem-solving skills, with the ability to interpret complex data and extract meaningful insights 

• Proficient in Excel and Tableau (or similar tools) to work with large datasets and develop impactful visual stories 

• Skilled at translating analysis into clear, compelling presentations using PowerPoint 

• Excellent communication and collaboration skills, with a strong client-focused and quality-driven approach 

• Passionate about customer experience, loyalty metrics (like NPS), and strategic marketing 

• Thrives in fast-paced, evolving environments – proactive, adaptable, and comfortable managing multiple priorities 

• Advanced to fluent English proficiency, with excellent written and verbal communication skills – we’ll test this during the process.