Customer Research And Survey Analyst

US Bank Fargo , ND 58102

Posted 2 months ago

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

This analyst role is for a strategic, creative, technically savvy individual with a strong background and interest in customer experience (Cx) and using data to create actionable insights. As a Customer Insights Analyst, you will be part of a team of analysts responsible for translating customer feedback into actionable insights that enable Elavon to craft better experiences for our partner, corporate and SMB customers. You will optimize existing primary research studies and recommend bespoke listening posts to enhance our understanding of our customers experience. You will work with a matrixed team across product, marketing, operations and sales to gather customer insights, mine information across all customer touchpoints and channels, and partner to translate insights into actionable activities to improve the customer experience.

Responsible for very complex reporting projects that gather and integrate large volumes of data, performs in depth analysis, interprets results and develops actionable insights and recommendations for use across the company for customer and employee populations. Acquires data from multiple data sources in order to perform analysis and reporting. Identifies, analyzes and interprets trends or patterns in complex data in order to provide answers to business questions as well as provide recommendations for action. Presents data and analysis in a clear and concise manner allowing the audience to quickly understand the results and recommendations so they activate upon them and make data driven decisions. Collaborates with various partners to provide a holistic view of the analysis. Measures and monitors results of applied recommendations and present adjustments. Ensures all data acquisition, sharing and results of applied recommendations are compliant with company standards.

  • Curate and drive analytical expertise through the synthesis and analysis of data providing actionable market and customer insights to address key strategic questions.

  • Create easily understandable dashboard reports, slides and other materials to convey the customer experience and operational metrics that are relevant to Intel.

  • Present and clearly articulate customer data to internal stakeholders at all levels of the organization, including senior management, ensuring stakeholders understand how to interpret and apply voice of customer (VOC) data.

  • Act as a consultant to drive a Cx mindset working in partnership with stakeholders across the company.

  • A successful candidate will demonstrate:

  • Strong analytical skills - creative problem solver that can run analyses using different sources of information and deliver comprehensive, balanced & impactful analysis to business leaders

  • Demonstrated understanding of our business strategy, customers, and products

  • Expertise in stakeholder management and achieving results in complex, highly matrixed organizations

  • Strong interpersonal/diplomatic skills, ability to build trust and credibility, and history of driving results through influence at all levels of the organization.

Basic Qualifications:

  • Bachelor's degree, or equivalent work experience

  • Four to five years of data analysis experience

Preferred Skills/Experience:

  • A successful candidate will demonstrate:

  • Strong analytical skills - creative problem solver that can run analyses using different sources of information and deliver comprehensive, balanced & impactful analysis to business leaders

  • Demonstrated understanding of our business strategy, customers, and products

  • Expertise in stakeholder management and achieving results in complex, highly matrixed organizations

  • Strong interpersonal/diplomatic skills, ability to build trust and credibility, and history of driving results through influence at all levels of the organization.

  • Bachelor's degree in Marketing, Business or a related field or relevant work experience in place of a degree

  • Experience managing market research and insights

  • Experience using Qualtrics

  • Proficient in MS Word, Excel, and PowerPoint.

  • Deep understanding of common Cx metrics and systems (NPS, CES, NES, etc)

  • Experience in Merchant Acquiring Industry

  • Experience in SQL/WebFOCUS or other BI tool for querying data and for data manipulation/transformation

  • Experience in financial services, with thorough knowledge of HR systems or financial services products, customers, transactions and interaction data

  • Strong analytic skills with the ability to extract, collect, organize, analyze and interpret results for insights

  • Ability to data mine, analyze data, and present insights in a meaningful way

  • Ability to develop and maintain strategic partnership with Senior Business unit management, business partners and project sponsors, as well as communicate effectively with business, and development teams, end users, and product owners

  • Strong decision-making and problem-solving skills

  • Strong organization and project management skills

  • Effective interpersonal, verbal and written communication skills

Benefits:

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law

Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $75,905.00 - $89,300.00 - $98,230.00

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Customer Research And Survey Analyst

US Bank