Customer Insights Data Analyst

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

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.

About This Role:

Performance Reporting

• 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.

Analytics & Action Items

• 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

Survey Design Lead

• 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.

Data Architecture

• 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.

The Ideal Candidate for This Role:

Data

• 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

• Qualtrics experience preferred

Customer Insights

• 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

Planning and Communication

• 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.

Compensation:

Compensation range (base pay): $81,662.00-$134,741.00This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20260748

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

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FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days.  Job postings may come down prior to 5 calendar days based on volume of applicants.