Senior Analyst Client Experience (CX) Insights Job Listing at City National Bank in New York, NY (Job ID 10372-1)

Description

SENIOR ANALYST CLIENT EXPERIENCE (CX) INSIGHTS WHAT IS THE OPPORTUNITY? 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 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. What you will do

• 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
• All other appropriate duties as required.

Must-Have*

• 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)"

Skills and Knowledge

• Demonstrated ability to work effectively, both independently and collaboratively in an atmosphere of multiple projects and small teams
• Hands-on ability to conduct analytic exercises including experience with research and survey tools, specifically, Qualtrics, PowerPoint, and Excel are strongly preferred.
• Other platforms "nice to have": Tethr/Creovai, SPSS, R, SAS, SQL, Tableau, Q Research Software
• Knowledge and experience working with CRM and Martech solutions such as Salesforce, Adobe Analytics, etc.
• Experience working with banking and/or wealth management firms as employee and/or in a consulting capacity
• The ideal candidate will possess depth and breadth of practical expertise in client insights/data analytics, research methods/best practices, and client experience technology solutions
• Superior communication skills - written, PowerPoint, in-person, with ability to explain data insights findings and "what it means" in a concise and easy to digest manner
• Exceptional analytical skills and problem-solving capabilities
• Excellent administrative, organization, and prioritization skills
• Demonstrated knowledge of performance metrics reporting, scorecards and dashboarding
• Data visualization experience and know-how
• Ability to thrive in a test-and-learn agile environment

Compensation Starting base salary: $101,231 - $172,355 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks. ABOUT CITY NATIONAL
City National Bank, a subsidiary of Royal Bank of Canada, is the largest bank headquartered in Los Angeles with $92.03 billion in assets as of April 30, 2024. Founded in 1954, City National provides personalized banking, investment and trust services in select markets including Los Angeles, Orange County, San Diego, the San Francisco Bay Area, New York City, Nashville, Atlanta, Delaware, Las Vegas, Washington D.C. and Miami.* In addition, the company and its investment affiliates manage or administer $96.83 billion in client investment assets. City National is dedicated to strengthening communities, and in 2023 alone, the company made more than $11 million in charitable contributions to nonprofits that support the communities it serves.

*City National Bank does business in Miami and the state of Florida as CN Bank.

For more information about City National, visit cnb.com. EQUAL OPPORTUNITY EMPLOYER & REASONABLE ACCOMMODATION
City National Bank is an equal opportunity employer committed to promoting and maintaining a diverse, equitable and inclusive working environment where differences are valued and encouraged. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by the laws or regulations in the locations where we operate or in our Code of Conduct. READ MORE

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for any part of the employment process. Please contact us via email or leave a message at (213) 673-9139. These contact methods are dedicated to applicants whose disability prevents them from successfully applying online. Only messages left for this purpose will be returned. Responses may take up to two business days.

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