Banking Experience Analyst

Job Overview

Overview

We’re looking for a Banking Experience Analyst who can go far beyond customer satisfaction scores and NPS dashboards. This role is for someone who thrives in analyzing the unspoken patterns in customer behavior, understands the nuance of retail and digital banking touchpoints, and can quantify what makes a banking interaction feel effortless—or frustrating. You’ll bridge the gap between frontline operations, digital product, and CX design with insights that drive real change.

Key Responsibilities

• Map and measure the full-service journey of retail and business banking customers across channels (branch, online, mobile, phone, chat).

• Own the experience analytics layer: build and maintain dashboards that track wait times, drop-off rates, transactional errors, and customer friction points.

• Partner with UX, product managers, and operations to triage pain points with measurable impact, such as authentication failures, abandoned loan applications, or unexpected branch delays.

• Lead deep-dive analyses on channel migration behavior, uncovering trends in why customers shift (or resist shifting) from branch to digital—and vice versa.

• Create experience segmentation models that differentiate expectations and usage patterns of retirees, digital natives, small business owners, and underbanked customers.

• Build pre- and post-implementation measurement plans for customer experience pilots (e.g., new self-service kiosks, tellerless branches, AI-powered help desks).

• Translate customer insights into actionable recommendations using SQL, Python (preferred), or advanced Excel modeling with layered qualitative overlays.

• Serve as an internal consultant, guiding teams on where improving experience can actually reduce operational cost or churn risk.

Required Skills & Qualifications

• 4+ years of hands-on experience in customer experience analytics or behavioral data analysis, ideally within retail or commercial banking.

• Strong proficiency in SQL and data visualization tools (Power BI, Tableau, or Looker). Python or R for cohort or regression analysis is a strong plus.

• Demonstrated experience analyzing customer interaction data from CRM, IVR, contact center systems, and digital product logs.

• Comfortable working with qualitative feedback sources (e.g., survey verbatims, chat transcripts, branch visit logs) and blending them into quantitative insight.

• Experience with journey mapping frameworks, service blueprints, or customer decision trees in a financial services context.

• Knowledge of banking operations, including how core systems, compliance, and frontline staffing influence experience design.

• Strong communication skills to influence product, operations, and compliance leaders using evidence, not anecdotes.

Preferred Qualifications

• Experience supporting digital transformation efforts in financial institutions, including mobile-first experience enhancements or conversational AI rollouts.

• Familiarity with Voice of Customer platforms (e.g., Medallia, Qualtrics, InMoment).

• Understanding of regulatory requirements (e.g., KYC, AML, ADA) that affect customer interaction design.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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