Experience Analytics Officer

The Experience Analytics Officer plays a pivotal role in shaping and optimizing customer and employee experiences across significant banking channels—digital, branch, contact center, and back-office operations. This position leads the efforts to analyze quantitative and qualitative data and delivers insights to cross-functional teams to inform strategic decision-making supporting the Experience Team leadership, the Executive Management and Board of Directors. The role identifies opportunities to help the organization focus on the client and employee experience. The Experience Analytics Officer takes a key role in managing client and employee survey vendor relationships, ensuring relevant data analytics from platforms including Salesforce CRM analytics. This employee plays a key role in design and creation of high-impact, engaging and interactive visualizations and graphics to illustrate simple, yet compelling stories, journeys and strategic tactics that are focused on employee- and client-centric business improvements.