Specialist, Insights and Strategy Delivery

NPS Prism Title: 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 NPS®, and on every step of the customer journey.
With NPS Prism you can see where you’re 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 consistently recognized as one of the world’s 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 join the client-facing NPS Prism Commercial team and work closely with Client Engagement Managers on client relationships and account management.
You will focus on structured data analysis, actionable insights, and compelling client-ready materials, while owning assigned client enablement, delivery, and commercial activities.
Success requires analytical problem-solving, strong execution, and the ability to develop deep expertise in generating insights from NPS Prism dashboards while balancing client enablement and operations.
# Key Responsibilities

Client insights and analytical delivery

- Analyze CX data to identify trends, performance drivers, and improvement opportunities. Structure business questions, develop storylines, and translate findings into actionable insights.
- Develop compelling client-ready presentations and analytical materials that communicate findings and Prism’s value.
- Support client discussions and present specific analyses as needed.
- Deliver bespoke data cuts and one-off analyses aligned with client priorities.

Client enablement and operations

- Prepare and deliver dashboard training, develop supporting materials, and coordinate follow-ups and user management with Client Engagement Managers.
- Own assigned delivery and operational tasks, including dashboard QC, refresh support, request tracking, and resolution of data or product queries.
- Coordinate with Commercial and Product teams on survey feedback, quality checks, and operational requests.

Commercial support

- Support commercial development through prospect teasers, proposals, bespoke insights, and insight walkthroughs.
- Support Bain case teams with relevant Prism analyses and materials.

# Behavioral Expectations
As a Specialist, you are expected to:
- Deliver accurate, client-ready analyses and presentations by validating data and calculations, checking consistency across outputs, and ensuring clear storylines and polished materials.
- Approach problems in an answer-first, 80/20 manner.
- Own assigned analyses, client engagement activities, and operational deliverables from scoping through completion, with appropriate guidance and review.
- Proactively manage your own deadlines and flag risks early.
- Build expertise in Prism dashboards, data, and research methodology.
- Communicate clear, insight-led storylines.

Required Qualifications, Experience & Skills

Education

- Bachelor’s degree in business, economics, engineering, statistics, or a related field; MBA or relevant postgraduate qualification is a plus.

Experience

- 2–5 years of relevant experience in consulting, customer insights, business analytics, strategy, market research, or other client-facing or insights delivery roles, with demonstrated experience translating data into business insights and stakeholder-ready deliverables.
- Good to have: Experience in customer experience, loyalty, NPS, or competitive benchmarking.
- Exposure to banking, financial services, or other customer-centric industries.
- Experience working with survey datasets or research methodologies.
- Experience developing executive-ready insights or client-facing presentations.

Skills

- Structured problem-solving, quantitative reasoning, and insight generation.
- Clear communication and concise, compelling storytelling.
- Strong Excel and PowerPoint skills for analysis and client-ready deliverables.
- High attention to detail, ownership, and ability to manage priorities.
- Strong collaboration and client service orientation.
- Effective and responsible use of AI tools, including output validation and confidentiality.

# Preferred Qualifications (Good to Have)
Irrespective of an individual’s specific background, the successful candidate will be:
- Collaborative – Works effectively with others to drive results, make change happen, and deliver excellent client service.
- Entrepreneurial, proactive, and productive – Prioritizes effectively, takes initiative, and brings a roll-up-your-sleeves attitude to getting things done.
- Bright, insightful, and pragmatic – Demonstrates creativity, strong problem-solving skills, and a practical understanding of what is achievable. Uses data-driven insights to inform decisions.
- Articulate and compelling – Communicates clearly, concisely, and persuasively, both verbally and in writing.
- A great colleague and teammate – Passionate about the work, supportive of others, and someone Bain colleagues and clients actively enjoy working with.