Sr. Associate, Customer Insights & Data Analysis (Remote/Work from Home)

First National Bank of Omaha

Montana

United States

Customer Service / Call Center
(No Timezone Provided)

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.

Accountable for translating customer feedback from multiple sources into actionable insights that enable the bank to create better experiences and products for our customers. Generates performance reporting and maintain customer dashboards allowing leaders to monitor performance & use as an input into strategy / prioritization. Leads efforts to collect, store and make customer insights available for others to leverage. Serves as lead analyst for survey design, analytics, insight creation resulting from surveys. Individual contributor role reporting to the head of Enterprise Customer Experience.

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
  • 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.
  • Qualifications:

    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
  • 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
  • Compensation:

    Compensation range (base pay): $68,471.00-$109,767.00IMPORTANT - This range is for the primary posting location of: Omaha - FN Tower

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

    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-20212078

    Sr. Associate, Customer Insights & Data Analysis (Remote/Work from Home)

    First National Bank of Omaha

    Montana

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    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.

    Accountable for translating customer feedback from multiple sources into actionable insights that enable the bank to create better experiences and products for our customers. Generates performance reporting and maintain customer dashboards allowing leaders to monitor performance & use as an input into strategy / prioritization. Leads efforts to collect, store and make customer insights available for others to leverage. Serves as lead analyst for survey design, analytics, insight creation resulting from surveys. Individual contributor role reporting to the head of Enterprise Customer Experience.

    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
  • 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.
  • Qualifications:

    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
  • 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
  • Compensation:

    Compensation range (base pay): $68,471.00-$109,767.00IMPORTANT - This range is for the primary posting location of: Omaha - FN Tower

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

    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-20212078