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Complaint Trends and Insights Analyst

Req #: 170106515
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)
This is a new position within the Customer Insights & Complaints Management group; a group tasked with ensuring the management and oversight of complaints with a focus on simplifying and strengthening the customer experience.
This role will perform advanced analysis of complaint data across all lines of business in CCB to determine drivers of volume and changes in trends, and will be responsible for preparation and presentation of results of all analyses to broad audiences including senior leaders across CCB.
The analyst will identify complaint drivers using data captured in complaint records and data pertinent to customer accounts, relationships, product ownership, and transactions available in the data warehouse.  The analyst will engage process owners, stakeholders and subject matter experts throughout the firm to facilitate insights into complaint drivers and the impact of complaints, and will play a key role in improving the customer experience.
Successful candidates must be able to analyze data, organize and facilitate meetings, present and communicate to a diverse audience, and have the ability to tie drivers and insights in a meaningful way to help business leaders understand the reasons behind complaint trends.  
Key responsibilities include:
  • Analysis of complaint data
    • Determine drivers of complaint volumes and emerging trends
    • Join complaint data to customer and account data for insight into complaint impacts
    • Understand relationship between customer satisfaction, business results, and complaint volume trends
    • Quantify business impact of dissatisfaction across lines of business
  • Communication with business partners to facilitate discussions around complaint drivers and impacts
  • Development of standardized complaint analysis frameworks that can be leveraged across businesses and functions
  • Creation of competitive complaint analyses/insights
  • Preparation and presentation of results of complaint analyses
  • Oversight of materials presented to senior leaders to ensure consistency of volumes and messaging


  • Bachelors degree and minimum of 5 years analytical experience; MBA and prior customer experience work preferred
  • Minimum 3 years experience with SAS (SQL experience a plus)
  • Minimum 3 years experience working with large corporate customer databases/applications and producing reporting
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