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Digital Business Intelligence & Data Analytics Senior Specialist in Brooklyn, OH at Key Bank- Corporate

Date Posted: 1/14/2019

Job Snapshot

Job Description

The Digital Business Intelligence & Data Analytics Senior Specialist role is responsible for uncovering quantifiable opportunities to improving the channel-by-channel client experience in online banking. This role is critical to help the team gain greater understanding and insights into the quality of the digital client, how we drive loyalty, improve client satisfaction, and ultimately improve Digital NPS. He/she will help deliver on the Digital Portfolio business intelligence strategy including digital tagging strategy and automating analytic capabilities to drive effectiveness. He/she is crucial to help establish a center of excellence around data by leveraging tools such as Tableau, Adobe Analytics, and other web analytics tools to improve the client experience and drive growth. This role will also analyze and monitor the Digital Portfolio Key Performance Indicators (KPI’s) for opportunities for improvement. This position will report to the Digital Portfolio Management Group Leader.

This role is expected to work closely with our Digital Product Owners, Consumer Product Managers, Contact Center, and various partners to: understand strategic priorities, corresponding metrics to implement analytical monitoring capabilities, and surface opportunities to enable strategy realization. He/she will also share findings and recommendations with said partners to advocate change to improve the customer experience.


ESSENTIAL JOB FUNCTIONS

  • Accountable for the analytical execution of digital portfolio growth including quality metrics and client satisfaction/NPS, loyalty and retention; KPIs include CSAT, digital client profitability, engagement measures and attrition
  • Aid in establishing and responsible to execute the Digital Portfolio business intelligence strategy to enable data-driven action and optimization
  • Investigate and uncover insights to improve client journeys and experience by leveraging digital analytics tools such as Tableau, Adobe Analytics, and others
  • Improve Digital CSAT through process research, application tagging and monitoring, and client feedback data
  • Employ best practices in data visualization and business intelligence through Tableau or other platforms
  • Work with the database team to understand data structure and needs to enable Business Intelligence reporting
  • Assist business stakeholders with their data visualization requirements aligned to their business strategies
  • Work with partners in database team, Client Analytics Team, and supporting Tableau developers to organize and prioritize dashboard refinement and execute business intelligence development
  • Build out visual and automated alert triggers to enable speed to insight on opportunities for improvement or validation of improvement
  • Perform proactive and requested analyses on Digital Portfolio KPI’s for opportunities for improvement and present findings to respective squads / stakeholders
  • Partner with other members on the Portfolio Management team to present summarized findings and insights respective to each squad monthly and influence improvement to the Digital customer experience
  • Work with Digital Product Owners and Product Managers to understand their strategic initiatives and aid in quantifying impact opportunities as needed

REQUIRED QUALIFICATIONS

  • Bachelor’s Degree in Engineering, Computer Science, Math, Statistics, or Science-related fields and a Master’s Degree in similar or Business-related fields.
  • 5-10 years of experience in big data analytics demonstrating strong analytic skills and critical thinking, plus being inquisitive in nature. Intermediate skills in Tableau design and development, advanced skills is a plus.
  • Experience in Adobe Analytics, Google Analytics, or other web analytics tools is a plus
  • Experience in Digital service-based organizations
  • Strong problem-solving ability; uses rigorous logic and methods to find the right answers and extract strategic insights from large data sets
  • Excellent communication and presentation skills
  • Ability to analyze a digital business process and determine how it relates to logged data
  • Proven results in analyzing and synthesizing data to inform and influence business decisions
  • Highly organized with ability to manage multiple projects and initiatives
  • Ability to prioritize effectively and identify activities most important in driving business results
  • Passion for the customer experience and acting as a change agent
  • Strong skills in analysis, reporting, data gathering and interpretation; includes analysis
  • Comfort with ambiguity; can shift gears to deal with risk and uncertainty
  • Demonstrated horizontal collaboration across multiple stakeholders to maintain strong relationships, including coordinating multiple resources to support strategy/program development
  • Effective communications skills, including demonstrated ability to orchestrate and present information and recommendations at all levels within the organization

COMPETENCIES/SKILLS

  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future-oriented; can articulate credible visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Client Focus: Is dedicated to meeting the expectations and requirements of internal and external clients; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with and gains their trust and respect.
  • Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Drives for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented with a relentless focus on execution; steadfastly pushes self and others for results.
  • Presentation Skills: Is effective in variety of formal presentation settings, e.g., one-on-one, small and large groups, with peers, direct reports, and bosses; is effective both inside and outside the organization, on both ordinary and controversial topics; commands attention and can manage group process during presentations; can change tactics midstream when original approach is not working.
  • Dedication to Process Improvement
  • Ability to execute
  • Consistent demonstration of Key’s established leadership competencies.




ABOUT KEY:
KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

ABOUT THE BUSINESS:
Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.

FLSA STATUS:Exempt

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 31671BR

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