Customer Experience Data Analyst For Merchant Payment Services

Customer Experience Data Analyst

We are seeking an experienced Customer Experience Data Analyst to join our Operations and Enterprise Insights team within U.S. Bank's Enterprise Analytics & Customer Experience (EACX) Department. This role involves a blend of statistical analysis, data visualization, and data engineering. We expect the analyst to create connections between data sets (including customer surveys, observational/behavioral data, and product usage), deliver insightful analysis, and find creative ways to better understand our customers through data.

The ideal candidate will have a strong foundation in descriptive statistics, data analysis, data visualization, communication through data, and data engineering, combined with experience developing relationships with business partners. We are seeking someone driven by deep curiosity and a desire to find creative answers to challenging questions. This candidate will be comfortable identifying and sourcing new data sources, cleansing and manipulating data, analyzing and developing effective dashboards and visualizations, extracting actionable insights, and partnering with other teams to leverage the insights.

Key Responsibilities:

• Statistics & Data Analysis:
  • Interpret structured and unstructured data from Qualtrics (or other CX tools) surveys to uncover customer sentiment, behavioral patterns, and emerging trends.
  • Summarize and interpret customer data, providing clear insights into trends and anomalies; including testing for statistical significance.
  • Perform analysis to ensure data integrity and uncover insights.
• Dashboard & Reporting:
  • Develop and maintain Qualtrics dashboards that deliver actionable insights from customer feedback and behavioral data.
  • Design, develop, and maintain interactive dashboards and reports using data visualization tools (e.g., Qualtrics, Tableau, Power BI).
  • Ensure dashboards and reports are user-friendly, accurate, and aligned with business needs.
  • Partner with Customer Experience Insights teams to ensure the accuracy and correctness of data communication.
• Data Engineering:
  • Identify, source and manipulate data sources and metrics for use in analysis.
  • Build and optimize data processes to ensure seamless integration and high-quality data availability for analysis.
  • Collaborate with other teams to enhance data connections and resolve data quality issues.
• Presentation & Communication:
  • Translate complex data findings into compelling narratives using PowerPoint and storytelling techniques that resonate with diverse audiences, including senior leadership.
  • Apply visual design principles to ensure clarity, impact, and alignment with CX goals.
  • Be able to clearly explain complex ideas to non-experts.
• Advanced Statistics & Data Science:
  • Familiarity with advanced statistical methods, such as predictive modeling and machine learning.

Basic Qualifications: Bachelor's degree in a related field, or equivalent work experience. Five to seven years of statistical and/or data analytics experience.

Preferred Skills/Experience:

• Advanced proficiency in Qualtrics (or other CX tools), including the ability to design, build, and manage CX dashboards, apply filters, and generate insights for efficient analysis and storytelling.
• Exceptional PowerPoint development skills, with a focus on visual storytelling and executive-level presentation standards.
• Ability to switch seamlessly between data analysis and effective communication, ensuring insights are both understood and actionable.
• Strong proficiency in using SQL.
• Proficiency in statistical analysis, with experience in data science and machine learning.
• Strong data engineering skills, including experience with ETL processes and data pipeline management.
• Excellent problem-solving abilities and a strategic mindset, with a proven track record of translating data into actionable business insights.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.