The Customer Loyalty Analytics (within CCB Data & Analytics organization) is looking for a talented, highly motivated individual with strong data analysis and strategic thinking skills to support advanced analytics projects across Customer Experience functions, channels and products. The Customer Loyalty Analytics team is responsible for deriving insights about our customers’ journeys and developing and implementing innovative strategies and advanced analytics solutions to improve the customer experience. We work collaboratively with all functional teams across CCB Customer Experience as well as Strategic and Analytics teams.

This individual will be involved in all phases of the analytics lifecycle, including documenting data lineage, analysis scoping, data development, hypothesis development, data analysis, generating insights, developing and delivering presentations of findings. Our team’s projects range from simple trend analysis to cross-channel journey analysis to prescriptive analytics. The common theme of all the projects is data mining, business judgment and collaboration to improve the customer experience.

Responsibilities

Lead partnership with Customer Experience Groups leveraging a strong understanding of the business, to advise on strategies and deliver analysis to achieve insights for decisioning and prioritizationFacilitate identification of KPIs, trend analysis, and analyses including segmentations, optimizations and other techniques to improve business performanceUtilize advanced analytics techniques, including machine learning and predictive modeling, to identify trends and opportunities.Stay updated on the latest AI, Machine Learning, Large Language Models, and Generative AI research trends, and leverage these insights to enhance analytical capabilities and streamline processes for improved efficiencyLeverage a variety of analytical applications (SQL, Alteryx, Python, Tableau, Adobe Analytics, Competitive Intelligence, etc.) to clean, transform, describe, analyze, and interpret trends and patterns in complex data sets.Prepare and deliver presentations that incorporate compelling data narratives and storytelling to summarize sharp insights and conclusions, often for executives, in regularly-scheduled analytics meetings and Business Unit Reviews.Collaborate with data management teams, strategy teams, and other analytics resources to optimize insights and share best practices with the broader analytics team.Provide mentorship and oversight for junior data analysts to build a more impactful working culture. 

Qualifications and Required Skills

5-7 years of related experienceBachelor's degree in a quantitative or related fieldMaster’s degree and/or PhD in relevant field preferredTechnical knowledge of data management and governance, big data platforms and data architecture.Proficiency in AI, Machine Learning, Large Language Models, and Generative AIStructured thinker, effective communicator with excellent written communication skills; Ability to present fact-based recommendations in a clear, logical, and concise way; “tell a story” with dataSuperior written and oral communication skills; ability to communicate effectively with all levels of management and partners from a variety of business functionsMust be proactive, results driven and have a proven track record of executionDemonstrate people management and team-building skills

 

***Relcation assistance is not available for this role.