Customer Experience Insights Consultant – Business Banking

Customer Experience Insights Consultant – Business Banking

We are seeking a detail-oriented and collaborative Customer Experience Insights Consultant to support Business Banking initiatives by translating customer data and feedback into actionable insights.

In this role, you will partner with cross-functional teams to understand customer needs, identify trends, and support the execution of initiatives that enhance the overall client experience. You will bring structure and clarity to complex data, enabling teams to make informed, customer-centric decisions.

The ideal candidate is analytical, curious, and execution-focused—able to connect data to measurable outcomes while effectively influencing a diverse set of stakeholders.

Key Responsibilities

• Analyze customer data, feedback, and behavioral trends to generate insights that support Business Banking initiatives

• Partner with stakeholders across business, product, and operations teams to translate insights into clear, actionable recommendations

• Support the execution of customer experience initiatives by providing data-driven guidance and tracking outcomes

• Develop and maintain reporting, dashboards, and presentations that communicate customer insights and performance metrics

• Identify patterns, risks, and opportunities within customer data and escalate findings as appropriate

• Synthesize qualitative and quantitative data to uncover root causes and prioritize improvement opportunities

• Collaborate with cross-functional teams to refine processes, improve data usability, and enhance reporting capabilities

• Ensure accuracy, consistency, and integrity across data analysis, reporting, and documentation

• Contribute to continuous improvement efforts that enhance customer experience and operational efficiency

Basic Qualifications

• Master's degree, or equivalent work experience

• 10 or more years of experience in project management activities

Preferred Skills and Experience

• Experience analyzing customer experience (CX), client journeys, or Voice of Customer (VoC) data, including familiarity with platforms such as Qualtrics or similar tools

• Strong analytical skills with the ability to interpret large, complex datasets across multiple sources and identify meaningful trends and drivers

• Advanced data visualization skills (e.g., Tableau, Power BI), with the ability to deliver clear, executive-ready storytelling

• Demonstrated ability to integrate qualitative and quantitative insights to develop a holistic view of the customer experience

• Experience connecting customer insights to financial and operational metrics (e.g., growth, retention, efficiency)

• Ability to design analytical frameworks and measurement approaches that support decision-making and prioritization

• Experience performing diagnostic or predictive analyses to identify key drivers, risks, and opportunity areas

• Proven ability to translate complex data into concise, actionable recommendations for diverse audiences

• Strong collaboration skills with experience working across cross-functional teams

• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment

• High attention to detail with a focus on accuracy and consistency

What Sets This Role Apart

• Opportunity to influence customer-focused initiatives that directly impact Business Banking clients

• High visibility across cross-functional stakeholders and programs

• A role that blends analytics, storytelling, and execution to drive measurable business outcomes

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This position is not eligible for visa sponsorship.

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial…