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Sr Lead Customer Experience Analyst

Company: BNP Paribas
Location: San Ramon
Posted on: February 26, 2021

Job Description:

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 equitable growth.

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' experiences.

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 customer-obsessed experiences.
    --- Gather, understand and leverage insights from both quantitative and qualitative data using innovative methodologies to support experience redesign.
    --- 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 products.
    --- 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 improvement.
    --- 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 before implementation.
    • Performs other duties as assigned. Education
      • Bachelor's Degree business, economics or social science
        Work Experience
        • 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/ customer insights.
          • 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 experience.
          • 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 studies.
          • Deep knowledge and/or quick uptake in working with relational databases, database structures and data analysis.
          • Ability to communicate effectively across the organization.
          • A positive disposition and ability to relate well with others.
          • 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 life.
            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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