Description
Position Summary
Credit One Bank is looking for a Customer Experience Support Analyst I, who will support our feedback platform administration, monitor trends, and analyze cardmember feedback. The person in this position may be asked to research issues and provide recommendations for improvements to business performance and customer experience.
Summary of Essential Job Functions
- Support feedback platform administration including design and configuration of questionnaires, emails, dashboards and reports
- Monitor trends in cardmember feedback gathered through cardmember surveys and other sources.
- Analyze feedback incorporating card performance and other applicable market data, to synthesize clear and actionable findings into insights to tell the cardmembers’ story.
- Support the survey management process including process management, questionnaire development, distribution, and testing.
- Assist in the research and development of cardmember journey mapping, to gain deeper understanding and insights into the opportunities to improve the cardmember experience.
- Conduct Behavioral Analytics to identify customer pain points and opportunities.
- Perform other duties as assigned.
Position Requirements
- Bachelor’s degree in market research, sociology, statistics, business data analytics, data science, industrial engineering, or a related field or a combination of equivalent education and experience.
- Experience working in a customer insights, competitive intelligence, or survey research.
- A solid foundation and understanding of both quantitative and qualitative research and analytical techniques.
- Intermediate skills in a statistical software package (e.g., SPSS, SAS, R) or Experience Management Software (e.g., Medallia, Qualtrics, Alchemer) a plus.
- Strong communication and problem-solving skills.
- High level of competency in Word, Excel, and PowerPoint.
- Master’s degree a plus.
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.
