Senior Lead, Customer Experience Analytics

Responsibilities

Bring subject matter expertise in analyzing and synthesizing Voice of the Customer data, translating findings into actionable insights that clearly identify where to focus improvement efforts across retail banking and wealth customer experiences

Analyze data across channels, products, and customer segments — identifying both universal themes and situation-specific insights, and uncovering the underlying drivers that enable targeted, informed decision-making

Build, maintain, and enhance data dashboards, executive scorecards, and annual goal frameworks, with a strong ability to track performance and measure the impact of improvement initiatives

Work extensively with third-party and syndicated data sources — such as JD Power and Bain Prism — including the ability to extract competitive insights from standard reporting and mine data platforms for deeper, ad-hoc analysis

Proactively identify opportunities to strengthen CX performance tools, processes, surveys, and reporting, with a focus on better connecting data-driven insights to meaningful organizational action

Periodically review and refresh survey content and reporting to sunset outdated sources and introduce new feedback mechanisms aligned with the organization's evolving strategic priorities

Collaborate with CX team counterparts — including Complaints, Research, Competitive Intelligence, and Experience Design — to shape strategic recommendations that address key areas of focus

Engage effectively with colleagues, stakeholders, and executive leaders across the Retail Bank and Wealth division to understand broader business priorities and respond to ongoing, ad-hoc requests

Requirements

10–15 years of experience in customer data analysis or a closely related field

Demonstrated expertise in Voice of the Customer (VoC) methodologies and CX analytics

Proven experience with third-party and syndicated data platforms (e.g., JD Power, Bain Prism)

Track record of presenting insights and influencing decisions at the executive level

Experience working in or alongside cross-functional teams spanning research, design, and strategy

Financial services experience is a plus; strong candidates from other industries are encouraged to apply.

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