Voice of the Customer: Customer Experience Lead (Insights and Analytics)

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DEPARTMENT OVERVIEW

The Commercial Customer Experience (CX) Team is tasked with furthering the Bank's goal of keeping the customer at the center of everything we do. The CX Team has made great strides towards that goal the past two years by revamping every listening post, uncovering new insight into our customer's needs, and expectations. Now is an exciting time to join the CX Team as we build on that foundation and transform Fifth Third into the world's best relationship bank.

GENERAL FUNCTIONS

Fifth Third is seeking a CX Lead to join their Commercial Customer Experience team. This person will be responsible for supporting all aspects of Customer Experience research for the Commercial Bank (B2B) and Wealth & Asset Management. This person will work cross functionally with Line of Business owners to translate questions into research programs that meet the business objectives. Additionally, this position will support continuous research projects through reporting and data analytics. The ideal candidate is comfortable with both qualitative and quantitative data and can distill complex concepts into concise, easy to understand presentations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support the design of research projects including questionnaire design, developing analytic plans, analyzing, and interpreting the results
• Collaborate with external and internal partners to create actionable recommendations
• Synthesize complex data and concepts into easily understood stories and recommendations for senior leadership
• Own monthly and quarterly reporting
• Be a customer champion by representing the customer's interests in all forums

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree with 5 years of market research experience; Commercial Banking experience a plus
• Proven track record executing primary research projects from beginning to end
• Strong understanding of analytical techniques
• Experience analyzing quantitative and qualitative data
• Expert knowledge of standard CX metrics
• High attention to detail
• Strong proficiency in MS Office (Excel and PowerPoint)
• Basic knowledge of SAS or other analysis software
• Excellent written and verbal communication skills
• Project management experience

Voice of the Customer: Customer Experience Lead (Insights and Analytics)

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.