Data Analyst, Customer Advocacy Team

Job Description

• Interpret data and author reporting of complaint metrics, trends, and themes to inform leadership and relevant stakeholders of the health of the complaint management program • Identify through reporting and analysis key insights, customer friction points, and process gaps to drive positive change • Develop robust, timely reporting to inform gaps and opportunities within the organization • Responsible for creating guidelines and maintaining guideline documents for data monitoring activities • Develops and maintains documentation of data definitions, sources, and relationships, including data dictionaries, and other documentation describing what/how/where/why data is stored, and how to access the data • Prepare tracking metrics and performance presentations with visualization for senior management and various forums • Work as a liaison with process owners to ensure they are informed on complaints impacting their respective areas and to drive resolution accountability • Provide effective follow-up with business partners to gather and report their progress to improve complaints within their ownership • Develop ad hoc reporting of complaints received to support business objectives • Adhere to strict deadlines and manage multiple tasks and projects in a fast-paced, results-oriented environment

Qualifications

• 1+ years experience in reporting and analytics • Experience in banking is preferred • Experience in project and/or system management is a plus • An analytical mindset with an ability and interest to mine and manipulate data • Experience using Excel and other analytic tools • Ability to navigate spreadsheets, documents, and other software applications and tools • Ability to use data to effectively develop executive-level communications and presentations • Ability to clearly communicate complex information • Strong execution capability and ability to wear multiple hats to drive work to completion • A passion for delivering best-in-class experiences and a natural curiosity to identify gaps using quantitative and qualitative data • A team player who thrives in a fast-paced, results-oriented environment, adaptable to business needs and change doesn’t faze you

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service