Sr Lead Customer Experience Analyst
Company: BNP Paribas
Location: San Ramon
Posted on: February 26, 2021
At Bank of the West, our people are having a positive impact on
the world. We're investing where we feel we can make the most
impact, like advancing diversity and women entrepreneurship
programs, financing for more small businesses, and promoting
programs for sustainable energy. From our locations across the
U.S., Bank of the West is taking action to help protect the planet,
improve people's lives, and strengthen communities. We are part of
BNP--Paribas, a global leader supporting the UN Sustainable
Development Goals (SDGs). Yes, we're a bank, but as the bank for a
changing world, we are continually seeking to improve the ways we
help our customers, while contributing to more sustainable and
Job Description Summary
Pertains to Enterprise CX
Responsible for supporting the operational customer experience
program across all five lines of business within Bank of the West.
This includes the design of survey as well as other methods of
customer measurement, analysis of customer and operational data,
dashboard and report design/optimization as well as stakeholder
reporting and relationship management. Support cross functional
work with not only the lines of business, but also teams such as
marketing, communications, digital and technology groups. Conduct
moderate to complex statistical analysis (e.g., correlation) as
well as the creation of dashboards and ad hoc reports to support
key business stakeholders.
Pertains to LOB CX
In partnership with LOB senior leaders, responsible for helping in
the implementation of LOB CX strategy, planning and managing
customer experience projects designed to elevate and differentiate
the Bank of the West customer experience. As a customer advocate,
examine customers' journeys, touchpoints so that there can be we
can improved, sustainable and standardized experiences. Use
customer insights to help inform decisions to improve customers'
Essential Job Functions
- (Pertains to Enterprise CX)
Customer Data Analytics & Reporting
Support ongoing analysis and reporting structure as set by senior
managers in the Enterprise CX Group.
Conduct moderate to complex statistics including descriptive
statistics, correlation and regression.
Provide recommendations on proper survey design and research
methodology across multiple channels (e.g., email-to-web).
- Cross-Functional Stakeholder Work
Partner cross-functionally to advise and support key business
stakeholders with ongoing ad hoc research and reporting needs.
Translate moderate to complex customer data into actionable
insights and deliver to stakeholders in a prescriptive way.
Partner with the business, identify needs, create mockup, review
with the head of CX and present to the business as needed.
- (Pertains to LOB CX)
--- Responsible for being a data driven customer advocate who knows
how to both understand the customer and create the solutions they
want. Build and manage a best-in-class Insights practice that
promotes the needs of customers and, by extension, support the
needs of business. Builds and continuously improve processes to
gather customer insights in order to identify growth opportunities
and optimize efficiencies.
--- Leverage primary and secondary research, analytics and market
insights to understand what matters to customers and bring these
insights into various teams within Bank of the West to create
--- Gather, understand and leverage insights from both quantitative
and qualitative data using innovative methodologies to support
--- Conduct qualitative and quantitative research to build a deep
and nuanced understanding of current and future customers to inform
how a LOB optimizes experiences across customers' journey for all
--- Analyze, design, and implement changes to points of interaction
between the customer and the company to enhance customer experience
with company services and products.
--- Identify and communicate areas of improvements in client
experience to enhance products and services. Serves as customer
advocate and recommends and implements client feedback that
influences and supports business decisions. Presents findings to
all levels of the organization in a compelling and informative
manner in order to develop strategic recommendations for consumer
and small business segments.
--- Implement systems for collecting, consolidating, and analyzing
customer interaction data to produce metrics and identify areas for
--- Collaborate with business leaders and cross-functional teams as
a customer advocate to integrate client feedback and experience
metrics into decisions on processes, products, and service
offerings to improve client usability, satisfaction, and loyalty.
Other Job Duties
May reach out to customers, interact with website users, and/or
conduct focus group meetings to vet ideas and prototype solutions
- Performs other duties as assigned. Education
- Bachelor's Degree business, economics or social science
- 7 yrs Requires deep knowledge of job area typically obtained
through advanced education combined with experience. Typically
viewed as a specialist within discipline. May have broad knowledge
of project management.
Requires 7 years minimum prior relevant experience within a
customer-focused organization supporting customer experience/
- Thorough understanding of data and technology advancements
needed to drive strategic decision-making.
- Thorough analytical (qualitative and quantitative) skills;
ability to present analysis including trends and opportunities to
clients and the business in writing and verbally. Ability to
translate research into insights, informing projects with
measurable impact on business, services and customer
- Strong understanding of statistical techniques such as
correlation and regression.
- Strong understanding of research methodology including survey
design. Ability to plan and conduct quantitative research
- Deep knowledge and/or quick uptake in working with relational
databases, database structures and data analysis.
- Ability to communicate effectively across the
- A positive disposition and ability to relate well with
- In-depth knowledge of both qualitative and qualitative research
methodology and analysis including, but not limited to:
--- Study design considerations
--- Interviewing best practices
--- Focus group facilitation and data analysis
--- Online community creation and development
--- Net promoter system (NPS)
--- Univariate and multivariate analysis
- Great data visualization skills to help bring stories to
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to
provide equal employment opportunity to all job seekers without
regard to any status protected by applicable law. Bank of the West
is also an Affirmative Action employer - Minority / Female /
Disabled / Veteran.
Bank of the West will consider for employment qualified applicants
with criminal histories pursuant to the San Francisco Fair Chance
Ordinance subject to the requirements of all state and federal laws
and regulations. Primary Location: United States-California-General
CA Job Type: Full-time Job: Operations Reference: 053862
Keywords: BNP Paribas, San Ramon , Sr Lead Customer Experience Analyst, Professions , San Ramon, California
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