BSA – Senior (Data Analyst)

Huntington National Bank•Columbus, OH

3d•Hybrid

About The Position

This position will support the Branch and Contact Center Technology teams. The individual will be responsible for data analysis, project management, incident management and troubleshooting contact center, ATM, and branch related systems. This individual will also work directly with business partners to ensure their needs are being met and are coordinated with the engaged information technology teams. Knowledge of contact center systems is required. Experience with Genesys is preferred. Experience with ATM and other customer interaction channels is preferred.

Requirements

Bachelor's Degree
(3) years of experience with use of technologies including interactive voice response (IVR), call routing, and workforce optimization systems

Nice To Haves

Familiarity with both IVR caller user interfaces and customer service agent user interfaces for end-to-end customer journey analysis.
Genesys contact center experience is preferred
Familiarity with ATM and Digital channel operations as they relate to the customer service journey
Domain or business knowledge in the fields of financial analysis, macroeconomics, accounting, financial engineering, and banking regulation is preferred
Data analytics certification such as Certified Analytics Professional (CAP), Microsoft Certified Power BI Data Analyst Associate, or AWS Certified Data Engineer is preferred

Responsibilities

Analyze and interpret complex data from various sources, including Snowflake for data warehousing and analytics.
Perform data engineering tasks, including database queries, data extraction, transformation, and loading (ETL) processes.
Create, maintain, & provide reports via Excel and Tableau for multiple managers and segments, pivoting, and presenting the data to tell a business-driven story.
Manage inventory database for 1,500+ assets, ensuring accurate records of all hardware and software assets for lifecycle tracking and compliance while bringing observations and insights into automation, reducing manual efforts.
Develop and maintain reporting frameworks that operationalize vulnerability management across 200+ applications, enhancing visibility and remediation efforts.
Perform behavioral analysis on asset usage data, interpret its impact on performance metrics, and deliver tailored insights to both technical and non-technical leaders.
Analyze deployment performance data to uncover trends and risks in early-stage feature rollouts, supporting proactive resolution strategies.
Provide operational reporting for service delivery teams on feature implementation, operational, compliance, intake management, and risk management.
Collect and analyze call routing metrics that aid in operational and coaching improvements
Review and translate customer complaint insights into actionable recommendations, collaborating with product development, and support teams to improve user experience and operational efficiency.
Perform continuous process improvement and analysis in current technical environment.
Prepare high level logical data models and business requirement documents that contain essential business elements, detailed definitions, and descriptions of the relationships between stakeholders to analyze and document business data requirements.
Help develop logical data models, source data cleansing, and data profiling.
Collaborate with cross functional teams in the CRB space to understand business requirements and deliver data driven solutions.
Collaborate with Project Managers to estimate reporting, dashboarding, and analytical efforts for resource planning.
Ensure data integrity, accuracy, and consistency across all data sources and systems.