Sr. Analyst, Data Analysis & Interaction Analytics

Sr. Analyst, Data Analysis & Interaction Analytics

At FNBO, our employees are the heart of our story—and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

The Sr. Analyst, Data Analysis & Interaction Analytics serves as a subject matter expert responsible for extracting, manipulating, analyzing, and summarizing large datasets to provide business insight and intelligence across omnichannel contact center operations. This role combines sophisticated analytical expertise with contact center domain knowledge, utilizing SQL, Snowflake, and advanced analytics tools (Python, Power BI, Quick Sight, Business Objects) alongside specialized interaction analytics platforms and emerging AI technologies.

A key component of this position is serving as the primary subject matter expert for FNBO's NiCE Interaction Analytics (Nexidia) and Quality Central platform, maximizing our investment in interaction analytics technology to deliver actionable insights that drive quantifiable improvements to customer experience and operational performance. You will transform customer interaction data into strategic recommendations while developing and maintaining comprehensive reporting systems that monitor business processes and platform performance across servicing tools and customer-facing technologies, with a focus on identifying opportunities to leverage AI, automation, and advanced analytics to enhance both customer and employee experiences.

Data Analysis & Reporting:

• Develop and maintain ongoing performance reporting (daily, weekly, monthly) and extract, manipulate, and analyze large datasets from multiple sources (Snowflake, SQL Server, flat files, Excel) using SQL, SAS, or similar tools to generate meaningful business insights
• Partner with the Partnership Data (PDM) team to design, clearly define requirements, build, and enhance dashboards and accurate reporting solutions, utilizing Excel (pivot tables, macros/VBA) and BI tools to create compelling visualizations that communicate performance metrics to stakeholders at all levels
• Validate and reconcile data within Snowflake and reporting tools to ensure accuracy, consistency, and reliability of outputs, including validation of AI-generated insights and model outputs, while identifying data gaps and proactively working with partners to resolve discrepancies and improve data integrity

Interaction Analytics & Customer Insights:

• Serve as the primary subject matter expert for the NiCE Interaction Analytics (Nexidia) and Quality Central platform, ensuring maximum value extraction from the technology investment through sophisticated query design, implementation, and quality assurance of transcriptions and categorizations
• Leverage interaction analytics to extract meaningful insights from customer interactions across all contact center channels, identifying customer sentiment and the behaviors contributing to or detracting from it, compliance issues, process improvement opportunities, and intent classification patterns
• Analyze customer interaction data and behavioral patterns to identify automation and self-service opportunities, creating unified customer journey analyses and translating findings into actionable, data-driven recommendations for process improvements, including opportunities to implement AI-powered solutions such as chatbots, virtual agents, or agentic AI capabilities

Strategic Analysis & Continuous Improvement:

• Produce ad hoc analysis and reporting to support new feature capability releases and early-stage monitoring, while analyzing trends and performance results to identify insights, root causes, and improvement opportunities across customer and employee experiences
• Lead regular analytics reviews with directors and managers to drive performance improvements, collaborating cross-functionally with Quality Assurance, Training, Operations, and Technology teams to target skill development based on interaction analytics insights and agent behavior analysis
• Support continuous improvement efforts by measuring outcomes of enhancements, providing data-backed recommendations to optimize processes, tools, and customer journeys, and leading project-based work as directed by management

Collaboration & Documentation:

• Translate business questions into data requirements, informing the PDM team of needed data elements, definitions, and reporting logic to support decision-making
• Partner with vendor customer success support, contact center leadership, operations teams, and technology stakeholders to align analytics initiatives with strategic objectives and develop metrics aligned with strategic business objectives
• Create and maintain comprehensive documentation for NiCE Interaction Analytics (Nexidia) and Quality Central platform usage, data quality processes, analytics standards, and policies and procedures for interaction analytics best practices and platform governance
• Understand and comply with bank policy, laws,…