Analyst II, Client Experience

Role: This role will partner with our external vendor and internal teams to assist in providing insights pertaining to client experience. Role will outline business requirements and work withinternal team members to translate into technical requirements to execute against as well as maintain ongoing stability of CX platforms.  Develop and maintain accurate documentation for all process flows related to alerts, survey fielding, reporting and insights delivery, coding and data flows.  Quality assurance will be a main aspect of this role, ensuring ongoing operations are running effectively and efficiently from design through final analysis. Responsibilities: Ensure data files are sent to the vendor in a timely manner. Updates data extraction queries as needed Maintains centralized Client Experience queue and routes communications to appropriate business partners Tracks process changes and improvements across the organization and performs analysis for key internal trends Works closely with vendor to ensure CX reporting is updated and delivered in a timely manner Assists business partners with adhoc reporting requests Assists business partners with enhancements to current processes that impact client experience Assists manager with client journey mapping Attend team huddles Requirements: BA/BS Degree 3-5 years related experience; 5-7 years total experience Strong technical knowledge of Excel, PowerPoint, Tableau and SQL Strong oral and written communication skills Attention to detail Experienced in writing communications for Senior Level Management Basic understanding of financial services industry Advanced analytical abilities & problem-solving skills; should be comfortable with interpreting large quantities of data and structuring follow-up analyses Excellent interpersonal skills, ability to work on cross-functional teams and interact with all levels in organization, including senior executives Background in process improvement Background in Customer Experience metric reporting Excellent project/process management skills Military education or experience may be considered in lieu of civilian requirements   ID# 2018-20527
Salary Range: NA
Minimum Qualification
5 - 7 years

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