CX Support Analyst

CX Support Analyst I

Credit One Bank is looking for a Customer Experience Support Analyst I, who will support the customer feedback platform administration, monitor trends, and conduct analysis. The person in this position may be asked to develop or maintain business performance dashboards, research issues, and provide recommendations for improvements to business processes and customer experience.

• Support feedback platform administration including design and configuration of questionnaires, e-mails, dashboards and reports.
• Monitor trends in card member feedback gathered through card member surveys and other sources.
• Analyze feedback incorporating card performance and other applicable market data, to synthesize clear and actionable findings into insights to tell the card members’ story.
• Support the survey management process including process management, questionnaire development, distribution, and testing.
• Assist in the research and development of card member journey mapping, to gain deeper understanding and insights into the opportunities to improve the card member experience.
• Conduct behavioral analytics to identify customer pain points and opportunities.
• Leverage text analytics tools to support analysis and transform unstructured data into actionable insights.
• Develop and maintain SAS and Python scripts, and Tableau dashboards for Quality, Presidential, and VOC.
• Perform other duties as assigned.

• Bachelor’s degree in market research, sociology, statistics, business data analytics, data science, industrial engineering, or a related field or a combination of equivalent education and experience
• Experience working in a customer insights, competitive intelligence, or survey research
• A solid foundation and understanding of both quantitative and qualitative research and analytical techniques
• Intermediate skills in a statistical software package (e.g., SQL, Python, SPSS, SAS) or Experience Management Software (e.g., Medallia, Qualtrics, Alchemer) a plus
• Professional experience using advanced SQL and Python to process large, complex datasets
• Proficient using at least one data visualization product (Power BI, Tableau, etc.)
• 1+ years of data analytics experience in an operational environment
• Strong communication and problem-solving skills
• High level of competency in Word, Excel, and Power Point
• Master’s degree a plus

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.

Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more.

Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.