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Sr. Data Analyst, Customer Journey Analytics - Seattle, WA

Req #: 180011548
Location: Seattle, WA, US
Job Category: Marketing/Communications
Potential Referral Amount: 0 US Dollar (USD)
CCB’s Customer and Marketing Analytics group is looking for a talented, highly motivated individual with strong data analysis skills, data visualization expertise, and strategic thinking to join its Customer Journey Analytics program.  This individual will work cross functionally with individuals across Consumer & Community Banking to provide analyses, insights, and strategic direction for initiatives that will improve and transform the experience for our customers.  
Customer Journey Analytics has the ability to significantly enhance our decision-making for CCB’s highest priorities (e.g., banker service reduction, call reduction, complaint mitigation) by connecting our massive and disparate cross-channel data.  It gives us the ability to analytically trace root causes of specific customer outcomes (both good ones like an acquisition and bad ones like attrition, negative NPS) in hours and with minimal manual effort.
Key Responsibilities
As the Sr. Data Analyst on the Customer Journey Analytics team, the successful candidate will:
  • Deliver executive-level presentations that communicate business relevance of the analysis performed and recommended solutions.
  • Apply critical thinking and data analysis skills using our Customer Journey Analytics platform to develop robust journey insights and recommendations that drive change.
  • Deliver strong business results through the successful application of continuous improvement principles across core customer journeys.
  • Prioritize analyses, develop tactical approaches, and manage analyst work streams.
  • Partner with the Customer Experience and Operations teams to create cross-channel dashboards that enable better understanding end-to-end customer journeys.
  • Establish processes, document methodologies, benchmarks and key learnings for Customer Journey Analytics
  • 7-10+ years in hands-on data analytics experience.
  • Hands-on experience in customer experience analysis, including web analytics, customer segmentation analysis, contact center analysis, marketing analytics, etc.
  • Ability to present fact-based recommendations in a clear, logical, and concise way; “tell a story” with data
  • Experience using Tableau or other BI tools
  • Proven critical analytical and strategic skills, including the ability to quickly assimilate new information.
  • Demonstrated relationship management skills with business partners in various lines-of-businesses, operations and IT partners with successful record influencing and leading critical business initiatives.
  • Excellent communication, presentation and interpersonal skills to convey analytic findings, strategic implications and actionable recommendations to all levels of management and partners.
  • Proven ability to work in a fast paced environment, meet deadlines, and perform at high standards with limited supervision
  • Master’s or Bachelor's degree with equivalent work experience in Analytics/Business Intelligence fields. (Mathematics, Statistics, or related discipline)
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