Wsfs Financial
This listing was posted on Broadbean.
Senior Customer Experience Business Intelligence Analyst
Location:
Wilmington, DE
Description:
Job DescriptionAt WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it's our mission and our purpose.The Senior Customer Experience Business Intelligence Analyst, will focus on elevating the voice of the Customer across all touchpoints and experiences, and support the management of the Customer Experience Business Intelligence function of the Customer Experience team. The incumbent is primarily responsible for supporting the analysis of Customer Experience metrics across various channels and divisions. The Senior Analyst will be a storyteller, with the ability to pull a storyline from data and Customer anecdotes, not just report numbers, and summarize key takeaways with opportunities and/or implications for the business. Also, the incumbent will help scale existing Customer Experience business intelligence and enablement practices across the organization.This is not a remote position. The incumbent must have the ability to work onsite at a WSFS location in Wilmington, DE or Philadelphia, PA up to 4 days a week. Job Responsibilities: * Gather enterprise and divisional Customer insights, analyze data in-depth, leverage text analytics, mine information across all Customer touchpoints and channels, and translate into actionable activities and recommendations to remediate friction. * Publish Customer insights in clear, consumable packages. * Leverage qualitative and quantitative methods with data from multiple sources, including but not limited to Customer surveys, complaints, demographics, and transactional data. * Manage the Customer Experience Research framework, facilitating research intake, execution of data components, package the results, and delivery of presentation to partners. * Assist in building the future strategy of Customer Experience business intelligence, combining structured and unstructured data from new and existing Customer feedback tools. * Partner with I.T. for UAT testing related to enhancements or new functionality in Customer Experience platforms * Articulate complex or technical information, observations, and recommendations in a clear, creative, and digestible way to cross functional audiences including business lines and leaders. * Facilitate meetings and presentations with executive leadership, senior leaders, and teams. * Assist with developing internal learning resources, coaching, and training related to Customer insights and leveraging Customer Experience platforms. * Build the Customer Experience brand as a trusted advisor through various Customer Experience engagement activities. * Stay abreast of industry trends. * Represent WSFS as part of industry affinity groups.Minimum Qualifications: * A bachelor's degree in business administration or related field, or equivalent experience. * Must have a minimum of 3-5 years as a business analyst, market researcher, or related experience. * Prior experience in the financial services or banking industry is preferred. * Must have experience with Customer journey analytics is a plus and/or bringing together sentiment, operational, and financial data for analysis purposes. * Must possess close attention to detail and accuracy. * Must have excellent organizational skills to manage multiple tasks at the same time. * Must have the ability to work independently as well as part of a team. * Must have a strong analytical, curious, and creative mindset is necessary. * Must possess a love of learning. * Must have excellent written and verbal communication skills, with intermediate to advanced presentation and facilitation skills. * Experience with Customer Experience technology preferred. (e.g., Medallia, Gallup, Qualtrics) * Must have significant proficiency in Microsoft Office applications, particularly Microsoft Excel (Pivot tables, vLookups, Macros), PowerPoint and Power BI. WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at XXXX@wsfsbank.com.WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Company:
Wsfs Financial
Posted:
June 17 on Broadbean
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More About this Listing: Senior Customer Experience Business Intelligence Analyst
Senior Customer Experience Business Intelligence Analyst is a Accounting & Finance Intelligence Analyst Job at Wsfs Financial located in Wilmington DE. Find other listings like Senior Customer Experience Business Intelligence Analyst by searching Oodle for Accounting & Finance Intelligence Analyst Jobs.
Senior Customer Experience Business Intelligence Analyst is a Accounting & Finance Intelligence Analyst Job at Wsfs Financial located in Wilmington DE. Find other listings like Senior Customer Experience Business Intelligence Analyst by searching Oodle for Accounting & Finance Intelligence Analyst Jobs.