Client Experience & Insights Analyst

City National Bank • Los Angeles, CA

105d • $87,027 - $138,965

About The Position

The CX & Insights Analyst works with product and business unit stakeholders across the enterprise to establish a data-driven understanding of the client perspective on the bank's product & service experience. Efforts involve gathering intake/requirements from internal stakeholders and making recommendations as to how to structure CX research programs to ensure the CX team is delivering what is required of business stakeholders. End-to-end creation and implementation of CX programs and leveraging CX data to create dashboards and reports and socialize the findings with stakeholders to inform decision-making and impact business results. Assist the team in procuring strategic and actionable client insights and recommendations through primary and secondary research in support of business objectives contributing to City National’s growing culture of customer-centricity.

Requirements

• Bachelor's Degree or equivalent
• Minimum 4 years of experience in a CX, market/customer research, or data analysis-related role
• Minimum 4 years of experience with Microsoft Office

Nice To Haves

• Minimum 4 years of experience with CX/survey-related platforms (especially Qualtrics)

Responsibilities

• Collaborate with CX team members to define holistic CX measurement programs
• Assist in defining CX performance metrics for specific service and digital experiences
• Generate insights using survey analytics tools, and package insights into impactful presentations
• Assist in creating presentations, and present to a peer and mid-level stakeholders across the organization
• Help assess new data sources for service & digital insights
• Provide administrative or functional support to other team members as needed
• Assist in the development of Qualtrics dashboards to enable real-time insights during and after a survey is in-progress
• Help manage quantitative and qualitative research initiatives conducted by 3rd party research partners and/or in-house
• All other appropriate duties as required.

Benefits

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees