Customer Experience Analyst 2
Customer Experience Analyst 2
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Job Description
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Job Summary
The Digital Customer Experience and Journeys team is responsible for driving profitable customer and product strategies across Digital Platforms and In-Store/Point of Sale with the goal of acquiring retaining and serving the right customers to drive meaningful engagement profitable economics and delivering key P&L metrics. This includes current and future state customer journey mapping E2E experience articulation journey insights to understand how are our customers are engaging with us and opportunities to improve organizational influence through business case development product growth strategies to drive the next generation of our business and research to support knowing who are customers are to inform the solutions and capabilities we bring to market how marketplaces are evolving and helping to position Bread Financial to win in Digital.The Customer Experience (CX) Analyst 2 will gather and analyze Customer Experience analytics and other quantitative data sources to identify existing customer pain points and opportunities for optimization and communicate analyses clearly and concisely. Will provide deliverables rooted in data and analysis that provide journey optimization recommendations to leadership for driving incremental value and return on investment. Responsibilities of the CX Analyst 2 also include understanding monitoring and analyzing Digital and CX KPIs (e.g. engagement task completion rates cardmember satisfaction cardmember retention). This role will monitor and analyze VoC trends and performance drivers to support weekly and monthly business reports and satisfy ad-hoc VoC data requests/analyses. They will manage and track experiences for key customer segments and analyze points for improvement.
Essential Job Functions:
Analytics & Analysis: Strong analytical thinker with a data-driven mindset and attention to detail. Ability to analyze articulate and track customer insights based on CX tool data and other customer data points. Able to analyze VoC metrics both quantitatively and qualitatively across a variety of techniques tools and data sets and act as the storyteller to translate this information into key insights for senior management and other key business stakeholders. This role will also perform data mining as needed to support analyses and drive key CX insights. The CX Analyst 2 will also Illuminate and drive action on behalf of the customer by collecting and connecting multiple feedback data sources (e.g. surveys Voice of Customer web analytics call center activity transaction details product feedback etc.). As new features and enhancements are rolled out this role will perform post-mortem analyses to determine CX effectiveness as well as effectively communicate performance to channel leaders and identify any risks and opportunities.
Reporting: This role will work with data and build analytics stories about digital experiences through internal stakeholder reporting. The CX Analyst 2 will be responsible for creating and managing data related projects timelines creating dashboards and data visualizations and stakeholder reporting of CX information. Additionally this role will develop reports proposals and data-driven presentations that evaluate the potential benefit of various CX initiatives and influence decision makers on the merits and considerations of these activities. Responsible for delivering end state of standard and adhoc reports to Senior Management Regulatory agencies and various business partners.
Reports to: Lead or above
Working Conditions/ Physical Requirements: Normal office environment some travel may be required.
Direct Reports: None
Minimum Qualifications:
- Bachelors Degree in Finance Statistics Economics Analytics Computer Science or another relevant Field
- 3-5 years relevant experience in data/business analysis
Preferred Experience:
- 5-8 years experience in Data/business analysis previous customer experience role a plus
- Understanding of Customer Experience principals and performance measurement methodologies including but not limited to Net Promoter Score (NPS)
- Strong proficiency working with web analytics engagement tools (e.g. Adobe Analytics) as well as Microsoft Office applications; particularly PowerPoint and Excel (v lookups pivots tables etc..)
- Analyze and synthesize complex data
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time the Company reserves the right to add and/or delete essential functions from this job at any time.
About Bread Financial
At Bread Financial youll have the opportunity to grow your career give back to your community and be part of our award-winning culture. Weve been consistently recognized as a best place to work nationally and in many markets and were proud to promote an environment where you feel appreciated accepted valued and fulfilledboth personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
To learn more about Bread Financial our global associates and our sustainability commitments visit or follow us on Instagram and LinkedIn.
All job offers are contingent upon successful completion of credit and background checks.
Bread Financial is an Equal Opportunity Employer.
Job Family:
Care Center OperationsJob Type:
RegularRequired Experience:
IC
Employment Type
Full-Time
