Customer Loyalty Analytics Specialist - Associate

Join our team to help shape the future of customer experience ’ll have the opportunity to grow your career, develop your skills, and make a meaningful impact for our customers and business. We value your expertise and offer a collaborative environment where your contributions matter.

As a Customer Loyalty Analytics Specialist in the Data & Analytics team, you will support and execute customer satisfaction survey projects that inform our business decisions. You will work closely with stakeholders to ensure data quality and deliver insights that drive improvements in customer journeys. You’ll be part of a team that values innovation, partnership, and a commitment to delivering the best outcomes for our customers.

You will collaborate with cross-functional teams and leverage advanced analytics to enhance our understanding of customer needs. The role offers exposure to a variety of channels and products, and provides opportunities to develop expertise in survey design, data validation, and process improvement.

• Develop and execute customer satisfaction survey projects across multiple business lines
• Process survey invitation files and apply data validations
• Capture and remediate data quality issues, document findings, and establish monitoring
• Organize and complete work within established time frames, collaborating with stakeholders
• Serve as a Subject Matter Expert for survey tools and functionality
• Design surveys, identify issues, and resolve problems
• Partner with business teams to define requirements, conduct testing, and provide support
• Participate in discussions with management, effectively challenging opinions and judgments
• Interface with various teams to gather information on processes and controls
• Multi-task ongoing development of existing projects
• Ensure accuracy and completion of all assigned tasks

• Bachelor’s degree
• Minimum two years’ experience in a financial services organization
• Intermediate experience with MS Access
• Intermediate experience with Excel
• Strong analytical and problem-solving skills
• Excellent documentation skills
• Ability to work independently and manage multiple projects
• Effective communication and interpersonal skills
• Strong negotiation and influencing abilities
• Sound judgment and discretion
• Attention to detail

• Experience with survey design and data validation
• Familiarity with customer experience analytics
• Ability to collaborate with cross-functional teams
• Experience supporting process improvement initiatives
• Advanced written and verbal communication skills
• Experience in stakeholder management
• Knowledge of data quality monitoring best practices