Job Title: Business Analyst-Fin Srvcs/Int (060414-JAMFLY-IO40-E-RAJ)

Location: New York, NY

Duration: 6+ Months

Emp.Type: 1099/W2

Job Description:

The Senior VOC Analyst will play a key role on the Individual Business Customer Experience team. This individual analyzes (and reports?) the results and drives initiatives from VoC surveys and other forms of feedback that complement the customer experience objectives. This analyst interprets customer insights, production issues, process analysis, business analysis, and process improvement capabilities. Provides insight to business leaders through analyses involving multiple data sources, including actionable recommendations,( forecasting ?)and reporting that informs and improves the effectiveness of the planning and execution of our customer experience projects, and overall strategy., with the ultimate goal of improving the customer experience.

The desired candidate will be able to transform raw data into meaningful action plans. They will have working knowledge of the latest big data technologies as well as digital survey analytics tools such as Opinionlab. The role maintains an understanding of a broad range of business processes and related systems in order to effectively work with several areas of the bank and brokerage

This individual will be solutions oriented, self-motivated and passionate about the customer experience. The ideal candidate is digitally savvy, and understands the difference between code and content changes. They are skilled in process development and are highly influential. They are naturally curious, tenacious and possess the ability to depict proposed solutions visually

KEY RESPONSIBILITIES

Research & Gather

Develops a deep understanding of what customers expect at each of the points of contact with Our Client's (e.g. IVR, phone, email and web) and how those expectations align with current goals and operational metrics. Utilize Customer Journey Maps as a means to capture, articulate and communicate.

Assesses customer experiences with core processes and services and determining key drivers of the customer experience Identifies advantages and gaps in current product / solution sets vs customer needs and propose enhancements or solutions to meet customer needs via current channels.

Maintains close and collaborative partnership with analytics and test team to uncover customer / segment needs and experiences at various points in the customer life-cycle.

Works in partnership with the Our Client's Direct call centers to understand customer issues.

Consults with various internal and external stakeholders to identify opportunities.

- Proposes and implements new data collection and analysis methodologies to uncover additional customer insights that current approaches lack, including incorporating feedback from front-line associates.

Ensure that customer facing touch points are instrumented to capture the necessary data needed to drive acquisitions, improve servicing and improve overall customer satisfaction

Work with Product, Operations and Testing to research the causes for both issues and successes

Business Analysis

- Translates business concerns, questions and challenges into customer information needs.

- Interprets and synthesizes direct and indirect customer feedback from various existing sources, including existing surveys and other feedback mechanisms.

- Conducts quantitative, and qualitative research to uncover actionable insights to improve customer experience, increase efficiency and effectiveness.

Manage & Report

- Develops analysis plans and conducts relevant, insightful data analysis across the various retail Lines of Business, including; Bank, Brokerage, Ed Savings and Trust.

- Summarizes findings from analytical efforts and prepares reports containing actionable recommendations and key take-aways.

Represent the customer experience in various forums where customer pain points, production issues and defects are discussed and prioritized

Manage the list of customer pain points and socialize the status of issues with product owners

Contribute to the digital prod

Please rush your resume to: rajar@iormyx.com