Customer Insights Data Analyst

First National Bank•Omaha, NE

1d•Hybrid

About The Position

The Customer Insights Data Analyst is accountable for translating customer feedback from multiple sources into actionable insights that enable the bank to create better experiences and products for our customers. The role generates performance reporting and maintains customer dashboards allowing leaders to monitor performance & use as an input into strategy / prioritization. The analyst leads efforts to collect, store and make customer insights available for others to leverage. The position also serves as lead analyst for survey design, analytics, insight creation resulting from surveys. This is an individual contributor role reporting to the head of Enterprise Customer Experience.

Requirements

Bachelor’s Degree in Statistics, Economics, Finance, Business, or other related field.
Experience using SAS, R, and/or SQL for statistical analysis, extracting and manipulating data for reporting or data analysis
Technical abilities in the areas of data mining, predictive modeling, and descriptive analysis
Expert knowledge of excel
Attention to detail and data accuracy
Ability to lead others to clarify customer learning objectives
Ability to design effective customer surveys to meet learning objectives
Passionate about creating customer insights for others to guide and shape decision making regarding products, services, experiences, interactions
Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner
Demonstrate excellent oral and written communication skills
Ability to interact effectively with all levels of employees ranging from individual contributors to sr management
Demonstrates strong initiative and can work both taking the lead as well as collaboratively with team members
Ability to continually monitor data completeness, quality, and integrity
Requires excellent planning and organizational skills to drive analytic projects end to end with minimal direction
Comfortable working in a rapidly fluctuating environment
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Qualtrics experience preferred

Responsibilities

Generates performance reporting and maintains customer dashboards that monitors how well we are performing based on customer needs and expectations
Monitors data for emerging trends and new insights
Measures and monitors results of actioned CX improvements against business outcomes
Responsible for voice of the customer program management within Qualtrics, which involves monitoring program health, troubleshooting data pipeline and survey delivery issues, and building customer data requests for new surveys.
Analyzes customer feedback collected with appended customer data as needed
Conducts periodic analytic deep dives on key customer feedback efforts across the enterprise
Acquires data from multiple data sources in order to perform analysis and reporting
Identifies, analyzes and interprets trends or patterns in order to provide answers to business questions as well as provide recommendations for action.
Assists in the creation of a business case for recommended key CX improvements
Supports teams across the organization who desire to use surveys to generate customer insights.
Leads efforts to clarify customer learning objectives, design the survey, conduct the analytics, provide insights and recommendations as a result.
Leads efforts to collect, store and make customer insights available for others to leverage.
Ensures survey population is representative of target audience for each effort
Ensures that daily survey files transmit successfully (in & out)
Assists with the onboarding and testing of any new customer insights vendors and/or capabilities
Partners with EDM to ensure all new customer data acquisition, storing and sharing are compliant with data protocols.