Customer Experience Analyst – Personal Banking

The Customer Experience Analyst is a management track-level position within MidFirst Bank where you will support evaluations and enhancements to the traditional and digital bank customer experience.  The position is responsible for helping ensure team members deliver on MidFirst’s commitment to provide extraordinary service and exceed our customer’s expectations across touch points.  In this role, you will have the opportunity to work with senior management and make a positive impact in the Company by pursuing your creative ideas, managing them to resolution, and building valuable relationships and influence. 

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Supports Voice of the Customer initiative, working to uncover and assess customer experience enhancement opportunities
• Evaluates and analyzes customer feedback to understand trends and opportunities identified in customer surveys, online reviews, issues, complaints and other relevant customer data
• Supports management and engagement with third-party customer experience survey providers
• Maintains customer experience reporting and analysis initiatives, including complaint and quality control evaluations
• Creates and manages detailed project plans to ensure the successful implementation of initiatives
• Oversees the implementation of solutions such as process re-designs, advancements in technology, new or enhanced internal controls or other improvements to the business operation
• Coordination of training and instruction to impacted personnel when processes are modified
• Effective communication and presentation to various levels of management and staff within the organization
• Management of multiple projects to completion to the satisfaction of business operations
• Participation in management training and development

The position is on-site at our corporate campus in Oklahoma City, with no opportunity for remote/hybrid schedules.

JOB SPECIFICATIONS

• Bachelor’s degree in Finance, Mathematics, Economics, Management, Organizational Leadership, Supply Chain Management, Entrepreneurship, Industrial Engineering, Computer Science or MIS with a minimum GPA of 3.0 or 3-5 years of commensurate experience in lieu of specific degree required
• Knowledge of Business Intelligence (“BI”), reporting concepts and analysis techniques
• Knowledge of general principles of data warehouse environment and enterprise BI tools regardless of platform
• The ability to build strong cross-functional partnerships
• Strong problem-solving, analytical reasoning and critical-thinking abilities
• Exceptional attention to detail, and time management