Job Description

Reference # : 18-01396Title : Business Analyst
Location : Long Island City, NY
Position Type : Contract
Experience Level : Start Date / End Date : 09/17/2018 / 09/06/2019
Job Description:
This role is a key position supporting the Customer Experience Pain Point Team in expanding its role to include full review and analytics of daily digital customer feedback; escalating identified issues and key customer suggestions, and working with tech and journey owner design teams to incorporate customer feedback into roadmaps & future development. Position requires full understanding, management and usage of key data analytics tools; candidate must evolve tracking and reporting for key findings, progress and key performance indicators (KPIs)
- Learn the Credit Card business including all digital applications and key customer journeys
- Act as a customer advocate; represent customer voice to influence digital design roadmaps.
- Customer Sentiments/Pain Point Capture:
- Leverage text analytics to understand customer feedback, identify future opportunities ensure Client digital products meet/exceed customer expectations.
- Assisting in creating monthly customer feedback summary
- Identifying trends from feedback and capturing pain points
- Maintaining pain point records in automated repository tool
- Establish and maintain thorough and accurate documentation of all work, across all available VOC data sources (includes real - time digital, transactional surveys, social, complaints, etc).
- Review and analyze all daily data; develop tracking and reporting mechanisms
- Distribute customer feedback insights to key journey owners to incorporate into web experiences
- Develop working relationship with multiple pain point solution owners and other stakeholders.
- Conduct root cause analysis and work with key stakeholders to disposition customer feedback, and report on progress
- Contribute to designing and developing customer experience process improvements

- Minimum 5 - 7 years of Business, Marketing or Customer Engagement experience
- Strong data management and analytical skills
- Exceptional communication, analytical, and project management skills
- Operations – background in developing and implementing operational and process improvements in customer facing teams
- Organized – ability to work with multiple team members at once and keep resolution of pain points on track
- Analytical – ability to use insights from customer research and data to drive decisions around design and improvements
- Strong data management and analytical skills
- Strong communication skills – written and verbal
- Proactive and responsive – self - starter who can work collaboratively to achieve results
- Relationship management, interpersonal, and organizational skills a plus
- Background in using Excel - based VBA to design, analyze, and deploy programs for finance industry desired
- Experience with Agile development process and/or digital product management desired.


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