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Business Analyst II-CTO Customer Experience-Columbus, OH

Job Description

Centralized Transaction Operations (CTO), which is aligned under Consumer Banking, provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers. CTO has approximately 3,500 employees. 
 
Customer Experience and Servicing is responsible for developing and executing the strategy to transform CTO into a service-based organization - reducing the need for customers to initiate inquiries and making it easier for them to do business with us. The team manages programs that advance Operations’ capability to understand and respond to customer needs in order to improve the customer experience and foster a customer-centric organization. This group also manages several service centers across CTO, striving to deliver a first-class experience during every interaction.
 
The Customer Experience Business Analyst reports to the Customer Experience Process and Technology Business Analysis and Reporting Manager. The Customer Experience Business Analyst will initiate changes to tools, policies and procedures to improve the overall customer’s experience. The candidate must create, analyze and validate results of ad hoc and weekly trend reporting. 
 
Responsibilities include:
  • Build presentations to summarize and present key messages.
  • Engage with metric owners from each business unit to identify key causes behind data trends/irregularities. Facilitates reporting review as needed to share data with business units.  Communicates effectively to technical and non-technical users at all levels.
  • Identify and analyze data necessary to support periodic reporting and business case
  • Updates, Implements and Inspects CTO Service Standards and corresponding procedures. Onboards new teams.  Partners with training and procedure team to ensure materials are up to date.
  • Creates and analyzes weekly/monthly complaint trend reporting
  • Identifies areas of opportunities to improve the customer experience. Analyzes responses, makes changes to responses, and performs root cause analysis as needed to provide an experience noticeably different to the customer.
  • Initiates and drives changes to policies and procedures with the business to improve the overall customer’s experience
  • Onboards CTO teams to complaint processes/procedures.  Build presentations to summarize and present key messages.
  • Identify and analyze data necessary to support periodic reporting and business cases. Analyze large pools of data to discover trends, patterns and correlations that will assist managers in making informed business decisions - including identifying opportunities to improve the customer experience and measure success. 
  • Serves as a backup and support to CTO Privacy Incident Manager and Customer Experience Process and Technology Business Analysis and Reporting Manager.
 
 
 
 
  • Requires 1-3+ years of related analytical experience
  • Prefer knowledge of CTO Business Processes
  • Requires experience creating and analyzing reporting
  • Requires experience analyzing and performing root cause analysis
  • Understanding of project management methodologies and tools
  • Able to evaluate and analyze data from multiple sources in a fast-paced environment
  • Inquisitive, tenacious and investigative; able to follow through on all aspects of the analysis from detection to solution
  • Keen attention to detail, ability to complete work at extremely high level of accuracy
  • Demonstrated skill at prioritizing multiple tasks and working to stated timeframes
  • Ability to handle multiple tasks and to work independently including sound business judgment to escalate/help resolve issues as needed; agility in a fast-paced environment
  • Strong skills in Microsoft Office suite: Excel, Access, Word, Power Point
  • Strong written and verbal communication skills
  • Inquisitive, tenacious and investigative; able to follow through on all aspects of the analysis from detection to solution
  • Keen attention to detail, ability to complete work at extremely high level of accuracy
  • Adapt to changing needs & deadlines and remain calm when under pressure
  • Have excellent attention to detail and concern for all aspects of the job
  • Have amazing communication and personal skills by clearly conveying information & adjusting style to the intended audience
  • Take prompt & proactive action to accomplish objectives and achieve goals beyond what is expected
Req #: 160045623
Location: Columbus, OH US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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