Under the direction of the Manager, this position will unleash the power of our Customer Feedback ecosystem throughout the company by formulating, communicating and tracking actionable recommendations based on their analysis of collective customer insights and other customer data points. This individual will bring a strong curiosity, problem solving, data analysis, collaboration, data visualization, and consultative skills to work hand-in-hand with internal ownership teams to listen, understand and deliver on our customers' needs. This position will help to strategically advance how Bank of Hawaii, creates, measures, understands, and improves our customer interactions and solutions. Ensures compliance with all applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.
Responsibilities
- Uses analytical skills to connect multiple customer feedback data sources (e.g., surveys, Voice of the Customer, social media, web traffic and activity, call/case volume and activity, bank relationship and transaction details, product feedback, etc.) to find and discover business insights that enriches our customers' experience. Supports the ongoing monitoring and execution of customer perception and experience measurement related to bank strategies and initiatives, including determining and presenting the potential impact of such programs.
- Develops reports, proposals and presentations that evaluate the potential benefit of various bank programs/initiatives and educate senior level decision makers, including Committee Members, on the merits and considerations of such programs/ activities. Identifies program needs and working with internal partners develops appropriate solutions or recommendations for implementation and maintenance of such programs (i.e. new/ongoing training, focusing on priority drivers, etc.).
- Responsible for creating and managing projects and timelines, designing surveys, performing data analysis, creating dashboards and data visualizations, and stakeholder reporting of customer experience, satisfaction and feedback data. Reconciles and validates data as necessary to ensure completeness and accuracy of information.
- Applies project management knowledge and skills to all initiatives. Integrates technical, business and human resource objectives of project stakeholders (project sponsors, resource managers and project team members).
- Performs all other miscellaneous responsibilities and duties as assigned.
Qualifications
- Bachelor's degree in business or related area from an accredited institution or equivalent work experience.
- Analyst I: Minimum 3 years related work experience (analyst, senior analyst, CX or market research with a minimum of 2 years of responsibilities focused on technical aspects e.g., customer survey design and measurement, management reporting, data analysis, etc. or working manager for one or more of these areas). Experience determining, defining, tracking, measuring and reporting on customer satisfaction or survey metrics.
- Analyst II: Minimum 5 years related work experience (analyst, senior analyst, CX or market research with a minimum of 3 years of responsibilities focused on technical aspects e.g., customer survey design and measurement, management reporting, data analysis, etc. or working manager for one or more of these areas). Experience determining, defining, tracking, measuring and reporting on customer satisfaction or survey metrics.
- Senior Analyst: Minimum 8 years related work experience (analyst, senior analyst, CX or market research with a minimum of 4 years of responsibilities focused on technical aspects e.g., customer survey design and measurement, management reporting, data analysis, etc. or working manager for one or more of these areas). Experience determining, defining, tracking, measuring and reporting on customer satisfaction or survey metrics.
- Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access, Visio, and Power Point) or similar software. Advanced PowerPoint or presentation tool experience is preferred.
- Demonstrated strong verbal, written and visual communication skills. Must be analytical, detail oriented, organized. Possess strong analytical, quantitative, and problem solving skills to connect customer needs to business and process improvement opportunities and risks, implement procedural or policy change, and still ensure internal controls. Strong project management and organizational skills required to execute and complete projects on-time and on budget. Ability to simultaneously manage multiple projects and assignments with varying deadlines. Demonstrated understanding of financial and business analysis, and forecasting and trends analysis. Able to leverage experience determining, defining, tracking, measuring and reporting on perception and experience metrics. Able to work flexible hours including holidays, weekends and evenings as needed or assigned.
As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.
