Customer Experience Analyst

at  US Bank National Association

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

JOB DESCRIPTION

The Customer Experience team works to deliver insights to support U.S. Bank’s journey to be a leading, customer-centric organization. The role of the CX/EX Speech and Text Analytics Reporting team within the Voice of the Customer team is to advocate for consumers by providing compelling insights through analytics, making actionable recommendations, and collaborating with teams across U.S. Bank to implement changes in people, products, processes, systems, and policies to drive improvements in key customer metrics.
The Customer Experience Analyst will drive insights into action by leveraging several data sources to identify top customer and employee pain points within the contact center channel. The analyst will be utilizing various analytical techniques to identify these opportunities using data from contact center calls, customer experience surveys, digital session replays, customer metadata, and complaints. The analyst will be responsible for synthesizing and presenting a comprehensive understanding of customer complaints. The analyst will also assist with identifying opportunities that support complaint prevention. The analyst will document & organize large amounts of data points to establish, maintain, and update data connectors. This will include data mapping as well as setting up both manual and automated data transfers. The analyst will partner across the customer experience department and with key business line partners within the contact center to support the continuous improvement of the customer experience.

PREFERRED SKILLS/EXPERIENCE

• 5+ years of experience in an analytics, insights, or executive reporting role; including a minimum of 3 to 5 years of experience in the financial services industry within a customer experience focused role.
• Strong focus on qualitative and quantitative data analysis including statistical techniques, general data analysis, and trend analysis among others.
• Strong analytical, problem-solving, project and program management skills.
• Knowledge of and experience with speech & text analytics (e.g., Nexidia/Qualtrics/AWS) is highly desired.
• Experience with digital replay tools (e.g., LogRocket/Glassbox/Quantum Metric) is desired.
• Experience with one or more Business Intelligence and Data Mining Tools desired (e, g, MicroStrategy, Tableau, Cognos, SAS, SPSS, RapidMiner, R, Minitab, STATA).
• Ability to quickly grasp and articulate the essence of complex issues/data, adept at operating with both high-level concepts and detailed analysis.
• Excellent storytelling, facilitation, communication, and presentation skills.
• Ability to influence senior and executive level leadership.
  If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by la