Contact Center Customer Experience Analyst

4 weeks ago

Hoover, United States Regions Bank Full time

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions' Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system.

Job Description:

At Regions, the Business Unit Operations Analyst administers defined procedures, prepares and analyzes reports, and works on projects with an emphasis on process improvement. This role analyzes business issues and makes recommendations to maximize operational efficiency and quality and ensures compliance standards are adhered to.

Primary Responsibilities

  • Analyzes and interprets data to identify trends and opportunities for process improvement
  • Works with managers to apply data to business goals and analytical requirements, which may include capacity planning, volume forecasting and unit costing
  • Contributes to workflow or process change and redesign, and has a strong basic understanding of the specific product or process
  • Creates and maintains policies, procedures, and/or training materials to maximize efficiency and customer service
  • Defines user requirements and assists with user acceptance testing on occasion
  • Manages small projects and/or contributes to task forces or project teams on occasion
  • Takes accountability for regular reporting or process administration as owner on occasion
  • Works under limited to moderate supervision to analyze and solve moderately complex operational, systems-related, and/or customer issues
  • Offers advice and guidance to junior analysts on occasion

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

  • Bachelor's degree in a related field and three (3) years of related experience
  • Or High School Diploma or GED and seven (7) years of related experience

Skills and Competencies

  • Ability to learn additional systems as needed
  • Ability to research, analyze data, and derive facts
  • Ability to work in a team environment when applicable
  • Ability to work under pressure and meet deadlines
  • Analytical and problem-solving skills
  • Knowledge of business intelligence (BI) tools
  • Knowledge of business unit and operations areas
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
  • Strong verbal, written communication, and organizational skills
  • Strong work ethic and self-motivation
  • Gather and analyze data from different information systems (Medallia, Call Reason, Complaints)
  • Create and maintain a suite of regular reports to update stakeholders on customer metrics.
  • Identify issues, analyze available data and information, and recommend changes to help drive data-based strategic decision making.
  • Identify findings and trends and produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience.
  • Conduct Root Cause Analysis and proactively identify operational improvement opportunities that deliver customer satisfaction.
  • Work with a third-party company on the on-going administration of customer surveys (Gallup)
  • Work with other business teams to evaluate the impact of improvement initiatives.
  • Provide customer insight information to support business cases.
  • Build cross-functional partnerships at various levels of the organization to help turn CX findings into improved customer experiences.
  • Performs other duties as assigned.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$55,338.00 USD

Median:

$72,310.00 USD

Incentive Pay Plans:

This job is not incentive eligible.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. ) Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

  • Paid Vacation/Sick Time
  • 401K with Company Match
  • Medical, Dental and Vision Benefits
  • Disability Benefits
  • Health Savings Account
  • Flexible Spending Account
  • Life Insurance
  • Parental Leave
  • Employee Assistance Program
  • Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions' benefits, please click or copy the link below to your browser.

Location Details

Riverchase Operations Center

Location:

Hoover, Alabama

Bring Your Whole Self to Work

We have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do.

OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.


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