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Customer Experience Analyst
Eastern Bank
Lynn, MA, United States
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Description
1. PURPOSE/OBJECTIVE:
The Customer Experience (CX) Analyst reports to and supports the efforts of the VP, Customer Experience on all customer experience projects. This role, by extension, supports the agenda of the CX Council as the governing body of Eastern’s corporate customer experience initiative. This position works closely with Retail Banking to thoroughly understand their business objectives and strategies to inform opportunities for improved departmental performance and decision-making as directly related to enhancing the experience and loyalty of the Retail customers of the Bank.
1. MAJOR RESPONSIBILITIES:
Major Responsibilities
• % of Time
I. Support Retail Banking’s Customer Experience Activities
• Fully manage the “Retail Voice” of Customer efforts and activities including:
◦ Analyzing / reporting survey data and insights
◦ Designing / enhancing dashboard reports
◦ Managing cases and “WOW Alerts” to optimize closed loop processes / behaviors
◦ Identifying themes in unstructured data leveraging text analytics and sentiment analysis
◦ Training, coaching and supporting case owners in use of platform
◦ Exploring incremental platform functionality, CX opportunities for insight enhancement
• Manage all MaritzCX platform user administration duties including updating all authorized users
• Produce ad hoc reports and relevant communication briefs that impactfully convey a CX “story”
• Uncover, synthesize and communicate insights from transactional and relationship (NPS) surveys in collaboration with the Retail leadership team that represent key drivers of customer satisfaction and brand loyalty; end goal is to demonstrate linkage of enhanced customers’ experiences with improved business results (e.g., retention, cross-sell, cost containment, word-of-mouth referrals, revenue and profitability)
• Present findings, conclusions and recommendations to management / branch managers around prioritized service / product / channel improvements supported on the strength of credible analysis
• Work closely with the Retail Sales & Service Coaching Team to convey how specific customer feedback informs opportunities to positively change how colleagues engage customers and establish them as trusted financial advisors (i.e., fostering desired Service Cycle behaviors)
• Participate in Retail meetings in which CX is on the agenda
II. Support CX Council Agenda & Initiatives
• Attend all monthly meetings as notetaker and contributor
• Manage pain points submitted by Council members / employees; follow up with pain point “owners” on research / resolution; communicate decisions to submitters; prepare summary reports and trends by pain point category for Council review
• Support other Council agenda items and initiatives as identified
III. Support VP, Customer Experience to Advance the CX Discipline Within Eastern
• Maintain and enhance the CX Council intranet site with fresh content for members to access / use
• Oversee the continual updating of inspiring, informative and insightful content on the public CX site
• Support development / publication of the quarterly CX newsletter / other internal CX publications
• Assist in the development and deployment of customer journey mapping programs and other CX best-in-class insight gathering practices
• Attend meetings / discussions with non-Retail internal stakeholders and external networking groups (e.g., CXPA events, conferences) as appropriate to gain increased familiarity with the CX discipline
1. 50%
1. 30%
1. 20%
3. PROBLEM SOLVING & RELATIONSHIP BUILDING:
The Customer Experience Research Analyst must be a critical thinker and good problem solver, skilled in both the manipulation of data and in its interpretation to extract the most meaningful, impactful and actionable findings and conclusions. This individual should also possess a passion for optimizing customer experience based on factual insights and serve as a catalyst for others to embrace ideas, actions and decisions through the customer lens. Essential to this role are excellent people, communication and relationship building skills.
Qualifications
Education and Experience
• College degree, preferred background in marketing/market research, statistics or consumer behavior or equivalent combination of training and experience;
• 3-5 years’ experience with analytics and/or research, preferably in the financial services industry
• Understanding of leveraging data and analytics to further improvements within an organization
• Experience using statistics, trend analysis and/or other data tools to extract relevant, credible conclusions
• Track record of effectively presenting insights from data analysis
Skills/Knowledge
• Proficient in Microsoft Office suite, especially Word, Excel, Access, PowerPoint and Publisher
• Excellent written, verbal and interpersonal skills plus the ability to build strong relationships
• Highly motivated, with the ability to juggle multiple tasks concurrently and work independently
• Ability to think analytically and strategically with confidence to suggest new ideas in a collaborative environment
• Proficiency in using both numerical data and interpreting contextual commentary to maximize research findings
• Strong attention to detail with an understanding of the customer / employee / end-user experience
• Ability to synthesize complex data, concisely summarize findings and use information to make recommendations