Business Information Analyst

CX Business Information Analyst

The CX Business Information Analyst supports the Digital Incident Research & Response function within a tiered support model by analyzing data, investigating complex issues, and delivering actionable insights that improve client experience and operational performance. This role is responsible for producing and maintaining reports, dashboards, and analytical outputs using various data sources, tools, and applications to support business and technical teams.

The analyst ensures data accuracy and alignment with business needs by applying knowledge of business processes and digital application behavior. Through detailed analysis of incidents, trends, and performance metrics, this role helps identify root causes, highlight client experience issues, and recommend solutions in partnership with application support, engineering, and product teams. In addition to analysis, the role supports incident management efforts by providing data-driven insights, assisting with escalation analysis, and helping frontline teams resolve complex issues.

The analyst also contributes to process improvement by identifying opportunities for improvement and gaps in the client experience. This position requires strong analytical thinking, attention to detail, and the ability to communicate findings clearly to both technical and non-technical stakeholders. Reporting outputs may focus on operational performance, incident trends, client experience metrics, and regulatory or compliance needs.

Essential Duties and Responsibilities

• Partner with senior business leaders to understand business strategy and work in cross-functional teams to drive successful strategic outcomes.
• Analyze business and user needs, document requirements, measure performance, and interpret results for both internal and external stakeholders.
• Perform analysis effort to gather, formulate, define, and design solutions to the most complex business problems.
• Analyze, design, and maintain data sources in information systems in support of projects, information needs, and changing requirements.
• Measure client interaction in order to improve client experience, digital adoption, and marketing segmentation using various analytics tools (SAS, Adobe Analytics, R, Python, etc.).
• Apply subject-matter expertise, industry knowledge, and technical understanding to recommend actions to business leaders.

Qualifications

• Bachelor's degree in Computer Science, Business, Mathematics, or Information Technology-related field, or equivalent education and related training.
• Two to five years of experience in analysis and design.
• Exceptional analytical and creative problem solving skills - ability to generate actionable insight and recommendations from complex analytics and large datasets.
• Excellent verbal and written communication skills.
• Ability to work independently or as a member of a team.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
• Ability to travel, occasionally overnight.
• Base level understanding of SQL, R, or Python.
• Previous experience in the banking industry.
• Understanding and implementation experience with enterprise digital marketing optimization and analytics tools (e.g. Adobe Marketing Cloud Platform, Adobe Analytics, Adobe Audience Manager (DMP)).
• Working knowledge of analytical toolsets such as SAS (Enterprise Guide & Miner), R Studio, Python, Data warehousing.

Other Job Requirements / Working Conditions

• Visual / Audio / Speaking Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
• Manual Dexterity / Keyboarding Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
• Availability Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:
All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be…