Customer Insight Analyst

2 months ago

San Antonio, United States Broadway Bank Full time

Position: Customer Insight Analyst | Division: Voice of the Customer

Work
Days:
Monday - Friday| Hours of Operation:
8:00am - 5:00pm

Why Broadway Bank:

We are one of the largest independently owned banks in
Texas with offerings in personal and private banking, wealth management,
business banking and mortgage lending.

Purpose of the Position:

As Broadway continues its journey to evolve as a premier
relationship bank and meet strategic expectations for growth, this role will
work to deepen and expand our customer base by providing customer insights that
increase our understanding of the customer and inform business decisions using
analytics, data visualization, reporting, data modeling, and other
methodologies from various internal and external data sources. Insights will
generate relevant recommendations for action to improve our customers'
end-to-end experience across the bank.

The Customer Insights Analyst is a part of the Customer
Insights team, which reports to the Chief Strategy Officer. This team ensures
the voice of the customer is heard and services are improved based on customer
insights, preferences, and expectations. The Customer Insights Analyst will
report to the Customer Insights, Quality and Performance Leader.

Key Accountabilities:

  • Develop reports and data visualizations that clearly articulate customer insights and drive informed business decisions across the organization and regarding a variety of customer-centered topics.
  • Extract, transform and load large and complex data in preparation for statistical or quantitative analysis and summary across various banking customer segments.
  • Analyze customer-level and operational data to visualize trends and patterns across various customer segments and customer journeys.
  • Utilize advanced analytics techniques (e.g., cluster analysis, time series analysis, regression analysis, deep learning) to uncover deep customer insights and patterns across a variety of data sets (e.g., qualitative, quantitative, customer-level, industry and operational).
  • Leverage predictive and prescriptive analytics to predict customer behavior, preferences and at-risk indicators.
  • Present to and educate stakeholders on key findings, trends, and areas
    of opportunity.
  • Collaborate with cross-functional teams to leverage technical expertise in sourcing information pools that capture customer behaviors and actions.
  • Perform quality checks on customer data to ensure its integrity.
  • Establish and maintain effective working relationships with internal and external stakeholders and partners.
  • Leverage customer feedback mechanisms to continuously monitor, stay abreast of, and/or develop/complement customer insights.
  • Stay abreast of emerging technologies and trends in customer insights to enhance the effectiveness of tools and insight strategies.
  • Understand the importance of sourcing, prototyping, usability, and the
    end-user experience to maximize the impact of the final data visualization
    product (e.g., dashboard, report, insight, or analysis) thus reinforcing value and repetitive use for the business.
  • Create specifications for reports and analysis based on business needs and required or available data elements.
  • Apply data visualization best practices - often selecting the right data 'tool for the job' - to summarize and interpret trends or patterns while following standard Enterprise best practices.
  • Embed storytelling within business intelligence conversations, reports
    and solutions.

Competencies and Skills:

  • Keen ability to understand, organize and summarize new sets of data quickly, meanwhile applying innovative approaches to surface insights that address business problems.
  • Experience leveraging visualization tools such as: Microsoft BI, Tableau, and MicroStrategy
  • Proficiency working with business intelligence applications, SQL, databases, data files, and data import/ export processes
  • Experience developing deliverables that leverage business intelligence / data visualization platforms, dashboards, and stand-alone reports.
  • Strong analytical, organizational, and time management skills.
  • Self-motivated and able to work autonomously while keeping management appropriately informed.
  • Strong verbal and written communication skills and presentation skills.
  • Proficiency in working with Microsoft Office Excel, Word, PowerPoint.
  • Strong ability to collaborate positively with fellow employees and with senior management.
  • Proven ability to build business knowledge through meaningful partnerships at the individual contributor and leadership level.
  • Strong work ethic and commitment to the accomplishment of individual and team objectives.
  • Strong analytical, organizational,
    and time management skills.
  • Self-motivated and able to work autonomously while keeping management
    appropriately informed.

Work Experience Requirements:

  • Proficiency in working with
    Microsoft Office Excel, Word, and PowerPoint.
  • 3+ years working with other business
    intelligence applications and database systems in a bank or other
    financial institution.
  • 2+ years of experience working in or
    supporting a customer experience role/department.

Education Requirements:

Required:

  • Bachelor's degree in quantitative
    analytics field such as Data Science, Economics, Finance, Statistics,
    Mathematics, Actuarial Sciences, Ops Research, or other business-related
    discipline.
  • Or advanced degree in business,
    science, finance, mathematics, economics or relevant discipline and 2
    years of experience in data/analytics or functional business experience
    within the banking industry.

Preferred:

  • Master of Science in Business
    Intelligence, Business Analytics, or Data Science
  • Master of Business Administration
  • Certified Business Intelligence
    Professional (CBIP) or Data Science Certificate at accredited university.

We're a culture that offers resources to benefit your
overall health and well-being:

  • Employee Impact Groups
  • Career Development and Mentorship Programs
  • Generous paid time off, minimum 4 weeks
  • Employee recognition, awards, and events
  • Free vision insurance
  • Retirement matching
  • Tuition reimbursement

This job description is not
designed to be a comprehensive listing of duties, responsibilities, or
activities that are required for this job. Duties, responsibilities, and
activities may change at any time with or without notice.

Broadway Bank
is proud to be an Equal Opportunity and Affirmative Action Employer. Broadway
Bank is a drug-free and tobacco-free workplace, with a nicotine-free hiring
policy. All qualified applicants will receive consideration
for employment without regard to race, color, ethnicity, religion, sex, sexual
orientation, gender identity, national origin, disability, protected veteran
status, genetic data or other legally protected status.

Member FDIC

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