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Senior Customer Experience Lead Analyst

3 months ago

Union, United States Fifth Third Full time
Make banking a Fifth Third better®

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

General Function:
Leads in the analysis of data within the Customer Experience Division in support of data analysis for various Bancorp lines of business and functional areas across the enterprise Data utilized may include customer complaints, surveys, call sentiment, customer interviews, and various other data sources. This position will utilize SAS, Business Objects, Excel and other analytics tools to extract and assemble relevant data from multiple systems to help the Customer Experience team assess the Bancorp's products, policies, servicing, etc. as perceived by customers. Works mostly self-directed, with minimal supervisory oversight. Also works within department and cross-department teams. Serves as a thought-leader; bridging the gap between Bancorp business processes and data analytics solutions.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential Duties & Responsibilities:
  • Leverage analytics tools to manipulate large data files to validate adherence with various compliance rules.
  • Lead the development and automation of reports and dashboards using analytical tools such as SAS, Tableau, Snowflake, Power BI, Excel, and Business Objects.
  • Develop solutions and recommendations for improving data integrity issues.
  • Work with teams around the Enterprise to gain access to data, build automated connections, and expand reporting capabilities for Customer Experience.
  • Assist with fulfilling complex ad hoc data requests.
  • Support team members by acting as a data analytics subject matter expert and assist with troubleshooting and identifying solutions.
  • Summarize results and document procedures for data analysis, report construction, data extraction from various sources, etc.
  • Identify further opportunities to automate Customer Experience reporting using analytics tools.
Supervisory Responsibilities: Provides employees timely, candid and constructive performance feedback, develops employees to their fullest potential by providing challenging opportunities, develops the appropriate talent pool to ensure adequate bench strength and succession planning, and recognizes and rewards employees for accomplishments.

Minimum Knowledge & Skills:
  • Bachelor's degree in Computer Science, Management Information Systems, or Business Analytics. Other academic majors should be accompanied by relevant additional work experience.
  • Certifications, such as Tableau, or SAS Certified Advanced Programmer preferred
  • Minimum of 6 years of experience performing analytics with tools such as SAS, Python, Tableau, Business Objects, Snowflake, Power BI, etc. .
  • Minimum of 6 years of experience performing analytics with programming languages such as VB and/or SQL to develop ad-hoc tools and queries/reports.
  • Minimum of 6 years of experience performing data analysis in Banking, Financial services, Insurance, or Public Accounting.
  • Minimum of 6 years of experience performing advanced data discovery techniques such as exploring system tables and identifying necessary data.
  • Ability to effectively communicate and present technical results and their business impact.
  • Demonstrated leadership skills while working within teams, maintaining professional composure.
  • Ability to demonstrate sound judgment and an ability to apply logical/critical thought processes when developing solutions.
  • Ability to adjust to multiple demands and changing priorities.
  • Results and goal orientated.
  • Ability to apply analytical thinking when problem solving and developing business solutions.
  • Ability to maintain objectivity in all aspects of position.
  • Proficient with Microsoft Windows and other related applications.
  • Analytical ability to delve into detail while maintaining a broader business perspective on issues.
  • Demonstrated ability to learn and understand various applications and business intelligence/database tools.


Senior Customer Experience Lead Analyst

LOCATIONCincinnati, Ohio 45202

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.