Customer Experience Speech and Text Analyst

US Bank • Minneapolis, MN

425d • $92,820 - $109,200

About The Position

The Customer Experience Speech and Text Analyst at U.S. Bank plays a crucial role in enhancing customer satisfaction by leveraging analytics to provide insights and recommendations. This position is part of the Voice of the Customer team, focusing on identifying customer pain points and advocating for improvements in products, processes, and policies. The analyst will synthesize data from various sources to drive actionable insights and support continuous improvement initiatives within the customer experience department.

Requirements

• Bachelor's degree or equivalent work experience.
• 5 to 8 years of experience in project management activities.
• 5+ years of experience in analytics, insights, or executive reporting roles, preferably in financial services.
• Strong analytical, problem-solving, and project management skills.
• Knowledge of speech & text analytics tools (e.g., Nexidia, Qualtrics, AWS).
• Experience with Business Intelligence and Data Mining Tools (e.g., Tableau, SAS, SPSS).

Nice To Haves

• Experience with digital replay tools (e.g., LogRocket, Glassbox).
• Strong storytelling and communication skills.
• Ability to influence senior leadership.

Responsibilities

• Analyze customer data from contact center calls, surveys, and complaints to identify pain points.
• Synthesize and present comprehensive insights on customer complaints and opportunities for improvement.
• Collaborate with teams across U.S. Bank to implement changes based on analytical findings.
• Document and organize large datasets, establishing and maintaining data connectors.
• Utilize various analytical techniques to drive insights into action.

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Adoption assistance
• Parental leave
• Vision insurance
• 401(k) matching
• Flexible schedule
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree