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Business Analyst II - Ad-hoc Analytics

Req #: 170105896
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)

The CCB Analytics group uses Big Data tools to understand the behaviors & preferences of our Customers and Specialists.   We use this information to identify trends, opportunity-areas, and anomalies within our businesses.   Once these anomalies are identified, we conduct deep dives into the data to understand the true root cause(s), and make specific recommendations to the businesses for how to improve Customer Satisfaction, Employee Satisfaction, and Profitability.   As a Business Analyst II, you will be responsible for understanding the business, and the data supporting it.  You will create and maintain analytical insights using speech phonetics, combined with telephony data & operational data.   You will make recommendations for new metrics, process improvements, and improved customer experiences.  You will be expected to self-identify opportunities and areas of study that lead to significant improvements in business operations.  You will performing reporting duties and provide strategic leadership, fostering a highly productive & collaborative culture.    



  • Perform statistical analysis on large data sets, leading to insights about improving the business, using tools like SAS, Minitab, R, Tableau, etc.
  • Take a vaguely-defined business challenge, and develop a plan, query for necessary data, and recognize patterns/opportunities in the data
  • Demonstrate technical expertise to interpret reports, analyze data, and recommend solutions
  • Build solid business cases that justify & drive business decisions
  • Routinely make decisions for best course of action and drive process solutions
  • Understand financial reviews and be able to correlate profit/loss impact to process improvements
  • Recognize patterns and connections in information from different sources and evaluate their business implications
  • Demonstrate the ability to understand the VOC (voice of the customer) and recognize recurring themes in calls
  • Communicate clearly with peers, supervisors, and managers on recommendations, improvements, and initiatives 
  • Maintain composure and positive attitude during stressful situations
  • Lead peers and supervisors in initiatives and delegate tasks appropriately
  • Represent the team in inter-department projects and influence agendas and project plans 

An ideal candidate for this role will meet the following qualifications:  




  • Bachelor’s degree in Statistics, Math, Economics or equivalent experience
  • Some practical experience, internships or co-ops in an analytics or modeling discipline
  • Ability to influence and become a trusted advisor
  • Translates technical details, observations and results into business language
  • Strong communication and presentation skills – written and oral
  • Working knowledge of Banking systems preferred (MSP, VLS, Closer, Quest, CA Etc.)
  • Working knowledge of contact center technologies (Avaya, Genesis, NICE, Clickfox) preferred
  • Able to thrive in an extremely fast paced environment

Technical skills

  • Perform statistical analysis on large data sets, leading to insights about improving the business, using tools like SAS, Minitab, R, Tableau, Python, etc.
  • Possess a passion for analyzing data
  • Hands-on experience with a wide variety of predictive modeling, machine learning, data mining, statistical, text mining, and optimization algorithms
  • Strong knowledge of all Office applications (MS Excel , MS PowerPoint, MS Access, Visio)


Analytical skills

  • Highly developed problem solving, critical thinking, and decision making skills
  • Possess and advanced statistical toolkit
  • Possess Curiosity, Creativity, and Imagination
  • Ability to collaborate with peers and business leaders
  • Ability to work with minimal guidance
  • Able to translate problems and solutions into business ready deliverables
  • Passionate about continuous learning and professional development


Artifacts will be reviewed

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