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Description

The Senior Business Intelligence Analyst supports the organization's Voice of Customer (VoC) and customer insights efforts by analyzing data from customer feedback programs, external third-party research and internal customer and operational data. This individual is responsible for the development, implementation and maintenance of data-driven solutions to support strategic decision-making. Additionally, this role involves working closely with various senior CX leaders and business stakeholders to gather requirements, perform data analysis, and create insightful reports and dashboards. The ideal candidate is analytical, detail-oriented, and skilled at synthesizing data into compelling findings, recommendations and actionable customer insights. 

Key Responsibilities

Customer Data Analysis

Analyze data from internal VoC programs (e.g., NPS, CSAT, transactional surveys, complaints, etc).

Review and interpret external third-party research (e.g., benchmark studies, market research, syndicated reports).

Identify trends, patterns, and emerging customer needs across channels and touchpoints.

Transform data into easily understandable visualizations and reports to inform decision making and insights.

Insights and Recommendations

Identify necessary data to support hypothesis testing and conduct database queries and supporting analysis.

Develop practical, data-backed recommendations to improve customer experience, processes, or service / product offerings

Synthesize findings into clear summaries that highlight key customer insights, recommendations and implications.

Reporting & Visualization

Contribute to dashboards, reports, and recurring insights deliverables for internal stakeholders.

Create clear charts, tables, and visuals that effectively communicate findings.

Ensure data accuracy and consistency across reports.

Stakeholder Collaboration

Work with senior CX team members to support presentations for business leaders.

Respond to ad-hoc analysis requests and support ongoing CX initiatives.

Learn and apply best practices in customer research, analytics, and storytelling.

Required Education & Experience

Bachelor's degree in Business, Marketing, Analytics, Statistics, Psychology, Social Sciences, or a related field.

5-7 years of experience in analytics, customer insights, market research, consulting, or a related role.

Required Skills

Analytical Skills: Ability to analyze quantitative and qualitative data and draw meaningful conclusions.

Data Tools: Experience with Excel and/or Google Sheets; familiarity with BI or analytics tools (e.g., Power BI, Tableau, Qualtrics) is a plus.

Data Integration: Ability to extract data from the enterprise data warehouse and perform analysis using SQL and Python.

Synthesis & Storytelling: Strong ability to distill complex data into clear insights and actionable recommendations.

Communication: Clear written and verbal communication skills, with attention to detail.

Collaboration: Comfortable working with cross-functional partners and supporting senior team members.

Research Fundamentals: Basic understanding of survey design, research methods, and data interpretation.

Curiosity & Learning Mindset: Interest in customer experience, continuous improvement, and learning new tools and methodologies.

Qualifications

Exposure to Voice of Customer programs or customer survey platforms (e.g., Qualtrics, Medallia, etc.).

Experience working with external research vendors or syndicated research (JD Power, Bain, Forrester, etc.).

Basic knowledge of statistics or data visualization best practices.

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Hours and Work Schedule: (4 days in office, 1 day remote)

Hours per Week: 40

Work Schedule: Monday-Friday

Work Location (s): Johnston, RI, or Westwood, MA or within CFG footprint.

 Pay Transparency

The salary range for this position is $105,000-$140,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Work Authorization: 

This role is not eligible for new employer sponsored or current H-1 B visa holders. Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.

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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.