Client Experience & Insights Senior Analyst

City National Bank • Los Angeles, CA

105d • $101,231 - $172,355

About The Position

The Senior 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 and leveraging to ensure the CX team is delivering what is required of business stakeholders. It involves the end-to-end creation and implementation of CX research programs. And finally, it includes leveraging CX data to create dashboards and reports and socialize the findings with stakeholders to inform decision-making and impact business results. This individual will also procure 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 6 years of experience in a CX, market/customer research, or data analysis-related role
• Minimum 6 years of experience with Microsoft Office
• Minimum 2 years of experience with CX/survey-related platforms (especially Qualtrics)

Responsibilities

• Define holistic CX measurement programs
• Define CX performance metrics for specific service and digital experiences
• Generate and 'QA' insights using survey analytics tools, and package insights into impactful presentations
• Create presentations for and present to a variety of senior stakeholders across the organization
• Assess new data sources for service & digital insights
• Develop Qualtrics dashboards to enable real-time insights during and after a survey is in-progress
• Analyze survey results, including quantitative and qualitative/text analysis via software such as Qualtrics, Excel, SPSS, Q, or SAS
• In partnership with vendor partners, analyze service interaction data, such as unstructured voice and text analytics in the call center via software such as Qualtrics, Tethr, or NICE Analytics
• Serve as a chief administrative contact for critical team functions, including vendor management, contract/SOW management, and compliance reviews
• Consult on/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

• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees