<span>Customer Experience Speech and Text Analyst</span>

$92,820 - $109,200/Yr

US Bank - Minneapolis, MN

Full-time - Mid Level

Minneapolis, MN

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Customer Experience Speech and Text Analyst at U.S. Bank plays a crucial role in enhancing customer satisfaction by leveraging analytics to provide insights and recommendations. This position is part of the Voice of the Customer team, focusing on identifying pain points and opportunities for improvement within the contact center. The analyst will synthesize data from various sources to advocate for consumers and support the continuous improvement of customer experience across the organization.

Responsibilities

• Drive insights into action by leveraging multiple data sources to identify customer and employee pain points.
• Utilize analytical techniques to analyze data from contact center calls, customer experience surveys, and complaints.
• Synthesize and present a comprehensive understanding of customer complaints.
• Document and organize large amounts of data points to establish and maintain data connectors.
• Partner with the customer experience department and key business line partners to support continuous improvement initiatives.

Requirements

• Bachelor's degree or equivalent work experience.
• Five to eight years of experience in project management activities.
• 5+ years of experience in an analytics, insights, or executive reporting role, preferably in the financial services industry.
• Strong focus on qualitative and quantitative data analysis, including statistical techniques and trend analysis.
• Strong analytical, problem-solving, project, and program management skills.

Nice-to-haves

• Knowledge of and experience with speech & text analytics tools (e.g., Nexidia/Qualtrics/AWS).
• Experience with digital replay tools (e.g., LogRocket/Glassbox/Quantum Metric).
• Experience with Business Intelligence and Data Mining Tools (e.g., MicroStrategy, Tableau, Cognos, SAS, SPSS, RapidMiner, R, Minitab, STATA).
• Excellent storytelling, facilitation, communication, and presentation skills.

Benefits

• 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