U.S. Bank Voice of the Customer Analyst in Arklow, Ireland
A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. If you want to make a difference in your life, your community and your world, join us at Elavon. We know our company is only as strong as our people, and we are committed to your professional growth and success. Elavon is part of the U.S. Bank family, a diverse workplace, where we celebrate the individuality of each member of our global team.
This role is responsible for designing and coordinating customer surveys, data analytics and engagement with business areas to develop insights to inform on strategic business initiatives related to customer experience in Europe.
The role will leverage customer sentiment analytics tools to measure key customer satisfaction performance indictors and provide visibility on key positive and negative drivers impacting these measures.
Main Duties include:
Collect, summarize, and distribute customer survey feedback
Liaise with business representatives on customer feedback to build insights that inform key customer experience strategic initiatives
Build on existing tools/identify new tools required to enhance customer sentiment analytics quality and scope of coverage
Identify key metrics to better understand and evaluate customer impacts related to performance of products, customer relationships, service delivery, and business processes
Develop streamlined, consumable reporting for executive leadership on customer experience, key drivers and proposals to address key performance issues
Demonstrate success of specific customer experience initiatives via key customer experience metrics
Preferred Skills and Experiences:
Excellent communication skills, both written and verbal.
Proven ability to effectively collaborate with others, initiate action, and adapt to change.
Proficiency in data visualization techniques and products
Proficiency in sampling methodologies, correlation analyses, hypothesis testing, and/or regression studies to discern statistical significance
Ability to analyze large amounts of data, derive insights that are actionable, and convey them in a way that tells a story and is visually-convincing
Knowledge of and experience with text analytics (e.g., Clarabridge) is highly desired.
Experience with one or more business intelligence and satisfaction analysis tools desired
Excellent storytelling, facilitation and presentation skills
We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.
This is an Elavon posting. Elavon is a part of the U.S. Bank family.
Our 74,000 employees work across departments to help our millions of retail, business, wealth management, payment, commercial and corporate, and investment services customers across the country and around the world turn their dreams into reality. Our employees are empowered to create change and drive our future, and we pride ourselves on diligently and ethically upholding U.S. Bank’s best-in-class financial record and legacy of more than 150 years in banking. Most importantly, we put people first, cultivating and treasuring meaningful relationships with the customers we serve, the colleagues we support and the communities where we live and work.