Customer Experience Analyst

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Job Summary

- The Digital Customer Experience and Journeys team is responsible for driving profitable customer and product strategies across Digital Platforms and In-Store/Point of Sale with the goal of acquiring, retaining, and serving the right customers to drive meaningful engagement, profitable economics, and delivering key P&L metrics.

- This includes current and future state customer journey mapping, E2E experience articulation, journey insights to understand how are our customers are engaging with us and opportunities to improve, organizational influence through business case development, product growth strategies to drive the next generation of our business, and research to support knowing who are customers are to inform the solutions and capabilities we bring to market, how marketplaces are evolving, and helping to position Bread Financial to win in Digital.

- The Customer Experience (CX) Analyst, 2 will gather and analyze Customer Experience analytics and other quantitative data sources to identify existing customer pain points and opportunities for optimization, and communicate analyses clearly and concisely.

0 Will provide deliverables rooted in data and analysis that provide journey optimization recommendations to leadership for driving incremental value and return on investment. Responsibilities of the CX Analyst, 2 also include understanding, monitoring, and analyzing Digital and CX KPIs (e.g., engagement, task completion rates, cardmember satisfaction, cardmember retention).

- This role will monitor and analyze VoC trends, and performance drivers to support weekly and monthly business reports and satisfy ad-hoc VoC data requests/analyses. They will manage and track experiences for key customer segments and analyze points for improvement.

Essential Job Functions

- Analytics & Analysis: Strong analytical thinker, with a data-driven mindset and attention to detail. Ability to analyze, articulate, and track customer insights based on CX tool data and other customer data points.

0 Able to analyze VoC metrics both quantitatively and qualitatively across a variety of techniques, tools and data sets and act as the storyteller to translate this information into key insights for senior management and other key business stakeholders. This role will also perform data mining as needed to support analyses and drive key CX insights.

- The CX Analyst, 2 will also Illuminate and drive action on behalf of the customer by collecting and connecting multiple feedback data sources (e.g., surveys, Voice of Customer, web analytics, call center activity, transaction details, product feedback, etc.).

- As new features and enhancements are rolled out, this role will perform post-mortem analyses to determine CX effectiveness, as well as effectively communicate performance to channel leaders and identify any risks and opportunities.

Reporting:

- This role will work with data and build analytics stories about digital experiences through internal stakeholder reporting.

- The CX Analyst, 2 will be responsible for creating and managing data related projects, timelines, creating dashboards and data visualizations, and stakeholder reporting of CX information.

- Additionally, this role will develop reports, proposals and data-driven presentations that evaluate the potential benefit of various CX initiatives and influence decision makers on the merits and considerations of these activities.

- Responsible for delivering end state of standard and adhoc reports to Senior Management, Regulatory agencies and various business partners.

Reports to: Lead or above

Working Conditions/ Physical Requirements: Normal office environment, some travel may be required.

Direct Reports: None

Minimum Qualifications

- Master's or Bachelor's Degree in Finance, Statistics, Economics, Analytics, Computer Science or another relevant Field

- 3-5 years relevant experience in data/business analysis

Preferred Experience

- 5-8 years experience in Data/business analysis, previous customer experience role a plus

- Understanding of Customer Experience principals and performance measurement methodologies including but not limited to Net Promoter Score (NPS)

- Strong proficiency working with web analytics engagement tools (e.g., Adobe Analytics) as well as Microsoft Office applications; particularly PowerPoint and Excel (v lookups, pivots tables, etc..)

- Analyze and synthesize complex data

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

About Bread Financial

At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We've been consistently recognized as a best place to work nationally and in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled-both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread Financial- (NYSE: BFH) is a tech-forward financial services company that provides simple, personalized payment, lending, and saving solutions to millions of U.S consumers. Our payment solutions, including Bread Financial general purpose credit cards and savings products, empower our customers and their passions for a better life. Additionally, we deliver growth for some of the most recognized brands in travel & entertainment, health & beauty, jewelry and specialty apparel through our private label and co-brand credit cards and pay-over-time products providing choice and value to our shared customers.

Bread Financial is an Equal Opportunity Employer