Principal Business Insights Analyst- Operational Excellence

Description

Citizens’ Consumer Deposits team is seeking a Principal Business Insights Analyst to apply their strategic and analytical skills to help solve some of the company’s biggest challenges.

In this role, you will:

• Champion data-driven decision-making across the Deposits & Customer Engagement business products and experiences to prioritize and optimize improvements in customer experience
• Lead matrixed teams in using data & analytics to uncover business challenges and opportunities and drive data-driven solutions to improve performance
• Measure and inform continuous improvement / learning agendas for all phases of customer experience (account opening, engagement, servicing, etc) to identify and prioritize opportunities to resolve customer pain points and deliver on key business metrics
• Guide partner teams to implement test & learn strategies to efficiently accumulate learnings and accelerate outcome optimization; Drive test design, measurement and decision guardrail expectations across teams that ensure learnings are captured and acted upon to improve future performance
• Communicate analytical insights as a clear and approachable story, reducing complexity as appropriate for different audiences
• Develop, rationalize, and drive adoption of key performance indicators for Customer Engagement strategies to showcase incremental progress and elevate opportunities across teams
• Rationalize programs and initiatives by solidifying business cases for new initiatives to illustrate potential benefits, risks, and prioritization considerations; Lead initiative performance measurement tied back to business cases to validate investments over time
• Manage relationships with external vendors and partners to leverage advanced analytics tools and solutions
• Manage competing priorities and expansive backlog in overseeing multiple projects and programs concurrently. Balance achieving both short and long term goals.
• Train and mentor analysts to build a high-performing analytics team
• Partner closely with colleagues across departments, including Data, Customer Experience, Finance, Operations, Marketing, Modeling, and other teams to drive meaningful improvement in quality and to deliver measurable improvements in customer experiences
• Oversee and guide the collection, analysis, and interpretation of large datasets to identify trends, patterns, and actionable insights to drive opportunities to enhance experience, reduce friction and deliver overall improvements to NPS; Coach teams to deaverage customer behavior/drivers of performance to expose key levers and then elevate insights tied to recommendations
• Drive analyses and targeted insights to inform the performance of existing experiences and design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go-to-market strategies
• Accelerate speed to customer & product insights by leading initiatives to automate routine analytical processes to more efficiently address foundational business questions
• Maintain a mindset aligned to Citizens’ commitment to an Agile operating model

Qualifications:

• Bachelor’s degree (Master’s or MBA preferred) in Business or a quantitative field such as Finance, Economics, Statistics, Analytics, Data Science, Math, Engineering, or Physical Sciences
• 5 years of experience in business analysis, preferably within the banking or financial services industry, including turning ambiguous business problems and raw data into useful insights by applying critical thinking and analytical skills
• Robust understanding of retail banking product economics
• Strong SQL skills and familiarity with big data technologies and platforms; Python experience strongly preferred
• A solid understanding of statistical models and machine learning methods and algorithms
• A strong sense of intellectual curiosity and ability to thrive and deliver value in an entrepreneurial working environment
• Strong conceptual thinking and problem-solving skills and a strong quantitative orientation with attention to detail
• Excellent written and oral communication credentials, coupled with ability to influence and drive agreement through interpersonal skill and ability to compellingly organize facts; Proven ability to design and build compelling data visualizations and decision-useful reports and dashboards
• Ability to work in a high-performance professional environment, with quick turn-around and evolving priorities, including flexibility to take on new roles and responsibilities as needed
• Commitment to intellectual rigor and observance of compliance and data privacy controls
• A disciplined approach to making decisions, problem solving and setting expectations based on analytics
• Strong leadership and team management skills, including the ability to effectively lead both direct reports and complex, multi-team projects and programs; Embody a partner mindset focused on balancing collaboration and challenging the status quo
• A strong results orientation with focus on achieving both short and long term goals

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.