Channel & Client Insights Analyst

Responsibilities

• Developing Client and Channel Insights
• Analyzing client, household, transaction, and interaction data to identify patterns, needs, and opportunities that inform business strategy and improve client experiences.
• Understanding Behaviors and Journeys
• Examine how clients engage over time and across touchpoints to deepen understanding of behaviors, journeys, relationships, and channel usage.
• Creating Segments and Audiences
• Develop client profiles, segments, and actionable audiences that illuminate meaningful differences and support targeted business decisions.
• Applying Advanced Analytics
• Use appropriate statistical, behavioral, and quantitative techniques to evaluate trends, relationships, cohorts, and performance.
• Assessing Channel Experiences
• Generate insights across financial centers, ATMs, contact centers, IVR, chat, and digital experiences to identify opportunities to simplify service and improve how clients engage.
• Advancing Analytic Methods
• Improve approaches for organizing, classifying, and interpreting client and interaction data to increase the quality and usefulness of insights.
• Creating Reusable Analytics
• Build reproducible data sets, code, methodologies, and documentation that can scale into reusable analytic assets and data products.
• Delivering Compelling Stories
• Translate complex analysis into concise, executive-ready narratives, visualizations, and recommendations that drive action.
• Partnering Across the Enterprise
• Work with business, strategy, data, technology, risk, and analytics partners to clarify objectives and deliver timely, decision-relevant work.
• Managing Work Responsibly
• Lead assignments from intake through delivery while maintaining quality, documentation, and applicable data, privacy, risk, and analytic standards.

Qualifications

• Demonstrated experience as an innovative thinker, self-starter, and creative problem solver who is intellectually curious and willing to challenge the status quo.
• Experience performing quantitative analysis using large, complex, or multi-source data sets.
• Technical and analytical aptitude to perform data analysis, trending, segmentation, behavioral analysis, and other statistical techniques.
• Proficiency in SQL and at least one analytical programming language or statistical tool, such as Python, R, SAS, or an equivalent platform.
• Ability to structure ambiguous business questions, select an appropriate analytical approach, validate results, and develop practical recommendations.
• Crisp written and verbal communication skills, including the ability to explain complex concepts and develop compelling presentations for varied audiences.
• Strong attention to detail, ability to manage competing priorities, and effectiveness working independently and across teams.
• Bachelor’s degree in statistics, mathematics, economics, finance, data science, computer science, engineering, business analytics, or a related quantitative field, or equivalent relevant experience.
• Experience in financial services, consumer banking, client insights, channel insights, marketing analytics, or strategy.
• Experience analyzing client behaviors, journeys, segmentation, audiences, channel usage, servicing interactions, acquisition, retention, or relationship deepening.
• Working knowledge of statistical modeling, machine learning, experimental design, time-series analysis, cohort analysis, and measurement approaches.
• Advanced degree in mathematics, statistics, economics, data science, or another related field.