Description
The Experience Analytics Officer plays a pivotal role in shaping and optimizing customer and employee experiences across significant banking channels-digital, branch, contact center, and back-office operations. This position leads the efforts to analyze quantitative and qualitative data and delivers insights to cross-functional teams to inform strategic decision-making supporting the Experience Team leadership, the Executive Management and Board of Directors. The role identifies opportunities to help the organization focus on the client and employee experience. The Experience Analytics Officer takes a key role in managing client and employee survey vendor relationships, ensuring relevant data analytics from platforms including Salesforce CRM analytics. This employee plays a key role in design and creation of high-impact, engaging and interactive visualizations and graphics to illustrate simple, yet compelling stories, journeys and strategic tactics that are focused on employee- and client-centric business improvements.
Below is a list of essential job functions. Additional responsibilities may be assigned in the position.
KEY RESPONSIBILITIES
Oversee value-driven data analytics for the Experience team.
Design and manage analytics initiatives with experience goals across the organization, including NPS, eNPS, CSAT, VoC, etc.
Support the Marketing Team to develop, track and analyze relevant data and ROI.
Create/maintain executive dashboards for KPIs, reporting, and insight visualization
Communicate findings in a compelling and accessible way to both technical and non-technical audiences, helping teams see beyond numbers and understand the human stories behind the data.
Ensure stakeholders have access to timely, relevant data to guide experience improvements.
Foster collaboration across cross-functional teams including senior leaders, retail/commercial banking, IT, business intelligence, operations, marketing, finance, and experience, with the expectation that such efforts will contribute to Executive Management evaluation and Board reporting.
Recommend innovative solutions to enhance analytics capabilities and business impact, including survey enhancements, vendor relationships, and process changes.
Understand predictive modeling, segmentation, and journey analytics to identify friction points and opportunities for personalization.
Champion both the culture of data literacy and the efforts to develop the ROI of experience improvements, and link experience metrics to financial outcomes (e.g., retention, cross-sell, share of wallet).
ATTITUDES
Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:
Respect. Values diverse viewpoints and actively listens to others, even if those opinions differ from one's own perspectives.
Client Focus. Helps cross-functional teams understand and anticipate needs and trends of clients using data and analytics.
Inclusion. Ensure data and analysis avoids bias and represents all employee groups and customer groups fairly.
BEHAVIORS
Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:
Leadership. Convey a clear and compelling vision for how data and analytics can drive business and experience outcomes, through influence rather than hierarchy.
Integrity. Upholds the highest standards of data privacy, security, and ethical use.
Collaboration. Actively engage with teams across the organization, fostering valuable relationships to achieve optimal outcomes and leading through expertise and trust.
Volunteerism. Actively participate in volunteer and community engagement initiatives, with a minimum of sixteen hours of volunteer time per year.
COMPETENCIES
Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:
Accountability. Maintain full responsibility for the accuracy and relevance of analytics deliverables, meet deadlines with high quality work, and communicate proactively about progress and challenges.
Innovation. Champion the use of data and analytics to drive innovation. Explore new ideas, challenge assumptions, and influence change in data practices to ensure forward progress.
Professionalism. Represent the analytics function with credibility and expertise, adapting to changing priorities with grace.
POSITION LEVEL(S) EXPECTATIONS
Officer: Plays a key role in data analysis and interpretation for the experience team and across the bank as needed. A qualified employee has a solid understanding of how to extract and validate data, develop dashboards, and complete basic statistical analysis for business problem solving.
AVP: Leads analysis and predictive analysis, data storytelling, and stakeholder consulting, leading a team or business partners through strategic analysis. Influences with and without authority.
VP: Provides senior level leadership and strategic oversight of data programs, seeking opportunities to enhance knowledge and manage change as a strategic differentiator.
SEEKS PROFESSIONAL DEVELOPMENT OPPORTUNITIES
Take advantage of various development opportunities by enrolling in related webinars/conferences and Bank offered courses to help build knowledge of departmental processes. Seek certifications such as CCXP (Certified Customer Experience Professional) or other relevant achievements to enhance CX/EX knowledge. Complete job-specific training opportunities as assigned in a timely manner.
Requirements
QUALIFICATIONS, EDUCATION, & EXPERIENCE
To perform this job successfully, an individual is required to perform each crucial job requirement satisfactorily and a skills inventory is listed below. A Bachelor's/four-year degree in Business Analytics, Data Science, Finance, Psychology, or related field, and five years' experience with client experience and/or quality data analysis and research or a related combination of education and experience is preferred. A background screening will be conducted.
LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak optimally both one-on-one and before groups of clients or employees of the organization. Abilit
