Job Description

Reference # : 21-00618Title : Customer Experience Lead Analyst
Location : Tampa, FL
Position Type : Contract
Experience Level : Start Date / End Date : 05/31/2021 / 11/30/2021

CX Lead Analyst

The US Consumer Bank (USCB) Client Experience (CX) organization is responsible for providing insights and analysis, developing strategies, and implementing action plans to drive best in class customer experience within Major Global Bank

We are currently seeking a contractor to assist with the analysis, integration and automation of our complaints management data into our Client Experience organization to reduce the manual processing and improve efficiency throughout our analytics processes. A qualified candidate would have a desire for improving the customer experience, a passion for integrating data sets using innovative, automated solutions and a curious nature to develop a story from the data to present to business stakeholders.

Key Responsibilities:
• Automate processes related to Complaints management data, integrating backend data into easy to map and categorize data sets for regular processing
• Construct data dictionaries and process documentation for all data, integrating best practices and following data control standards
• Conduct data investigations and root cause analysis as required, determining underlying causes of shifting in data trends
• Develop platform for trend detection and monitoring that is capable of isolating trends on a weekly basis for detailed complaint taxonomies
• Create reporting constructs to output results of trending analysis, with preference on real-time reporting, when available
• Coordinate with business partners to develop narrative on the business context around the data changes to relay to senior leadership
• Isolate and manage all risk control standards, including any necessary regulatory requirements and internal policy definitions
• Strong data management and analytics background, with proven track record in big data manipulation and categorization
• Experience working with complex data sets with multiple layers, preferably within the financial services industry. Prior work in complaints data is a plus.
• Strong problem solver and looks for ways to increase efficiency, strength in ability to review existing processes and policies to identify breakdowns and roadblocks
• Excellent organizational and time-management skills, particularly within a fast-changing, high-priority environment
• Able to manage multiple and/or shifting priorities and produce professional and accurate work product, sometimes under time constraints with a high sense of urgency

• Thorough understanding of Customer Experience Principles and performance measurement methodologies
• Significant proficiency with big data management, including SQL, SAS, and Tableau. Hadoop, HIVE and/or Python experience is a plus
• Experience building interactive dashboards for self-service reporting
• Project management skills preferred
• Experience using best-in-class text analytic SaaS tools preferred
• 3+ years of experience of data mining and analysis in financial services or related field
• Bachelor's degree preferred, advanced degree a plus


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