Customer Experience Senior Analyst

Make banking a Fifth Third better®

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The Customer Experience (CX) Senior Analyst position is responsible for determining the root cause of issues and problems to be solved. Evaluate and analyze data, processes and feedback to prioritize

opportunities to enhance the experiences of both customers and employees across the organization. Design, implement and monitor improvements and solutions to ensure expected results are realized; adjust and/or enhance to continually drive incremental gain for the business, customer and/or employee.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for

customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing,

managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Identify improvement opportunities based on analyzing data, processes, procedures and feedback gathered from customers and employees.
• Conducts research of industry, company, customer, and channel data to identify CX issues and opportunities.
• Assist in data gathering to size touchpoints and experiences within customer journey. Specifically request data needed, validate data and deliver data in a succinct and cohesive manner.
• Conduct customer/employee interviews to uncover insights and identify representative verbatims that help provide examples of the insights.
• Determine root cause of issues/problems to be solved or inefficiencies to be improved.
• Suggests creative, well-thought-out ideas to address diagnosed issue/problem and offer potential solutions.
• Develops and maintains close relationships with various LOB partners (IT, Product Managers, Process Managers, Business Controls, Compliance, Human Resources, Care Team, Root Cause Management, etc.)
• Presents opportunities, findings and solutions to key business partners and senior leaders in a dynamic and engaging way to garner support, belief and/or impact.
• Effectively communicates in a concise manner and actively participates in discussions.
• Perform any other duties as assigned.

MINIMUM KNOWLEDGE AND SKILLS REQUIRED:

• Bachelor's degree or equivalent work experience and minimum of 2 years in customer experience, financial services, operations or business-related field

• Excellent analytical skills and demonstrated ability to resolve operational issues are required;
• Customer Experience Senior process improvement experience is preferred.
• Ability to be highly effective in a team-oriented environment and to build relationships base on added value, not title or authority is crucial.
• Demonstrate creative solution development, innovation, integrity, business acumen and sound judgment.
• Be a customer champion by representing the customers' interests in all forums and always maintaining a customer-centric orientation.
• Leverage robust problem-solving skills through fact based analytics and getting to the "heart of the matter."
• Demonstrate strong project management skills, prioritizing work tasks and managing time effectively.
• Experience operating in an environment that stresses both individual accountability and team based performance.
• Ability to handle multiple projects, work well under pressure and adapt to sudden changes in the work environment.
• Sense of urgency coupled with a proven track record of successfully collaborating with and influencing leadership and peers to continually drive for growth and financial results are key success factors.
• Possess interpersonal, negotiation, verbal and written communication, and presentation skills necessary to Interact with all organizational levels.
• Ability to use all Microsoft Office software and data visualization tools; working knowledge of Bank systems, policies, procedures and products.

Customer Experience Senior Analyst

LOCATION -- Cincinnati, Ohio 45202

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.