Business Insights Analyst- Customer Excellence

Citizens; Johnston (RI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Supportive and collaborative work culture

Access to training and tools for career growth

Job summary

A leading financial institution is looking for a Business Insights Analyst in Johnston, RI. This role involves analyzing customer data to shape business decisions and enhance customer experiences. You will create compelling reports and maintain relationships with key partners while utilizing advanced analytical skills. Candidates must have a Bachelor’s degree and 3+ years of data analysis experience. The position offers a hybrid work schedule, facilitating collaboration and individual focus.

Qualifications

• 3+ years of experience in data analysis or reporting.
• Strong analytical and problem-solving skills.
• Exceptional verbal and written communication skills.

Responsibilities

• Build and maintain strong rapport with business partners.
• Analyze complaint data to improve customer satisfaction.
• Create reports and customer journey maps for leadership.

Skills

Analytical Reasoning & Data Interpretation

Customer Centric Mindset

Storytelling

Business Data Analysis & Strategic Thinking

Curiosity & Continuous Improvement

Data-Driven Decision Making

Education

Bachelor’s degree

Tools

Excel

PowerPoint

Visio

Data Visualization Tools

Job description

Business Insights Analyst – Customer Excellence

Are you passionate about turning data into actionable insights that drive exceptional customer experiences? As a Customer Excellence Business Insights Analyst, you’ll turn analytics into actions – helping shape business decisions through advanced analytics and storytelling to improve the customer experience. Your work will influence strategy, uncover opportunities, and drive meaningful changes across our credit card and deposit businesses.

What You’ll Do

• Foster Strategic Relationships: Build and maintain strong rapport with operations and products leaders, the Office of the Customer, and internal business partners at all levels.
• Transform Data into Insights: Analyze complaint data to identify friction points, challenge existing processes and policies, and recommend improvements that elevate customer satisfaction.
• Identify Emerging Trends: Monitor complaint data, investigate anomalies, and uncover root causes to drive continuous improvements.
• Deliver Executive-Ready Reports: Create reports and customer journey maps with compelling narratives that resonate with senior leadership.
• Commit to Continuous Learning: Take initiative to maintain and expand upon current knowledge of credit card and deposit products, services, and risk management to strengthen your expertise.

Key Skills

• Analytical Reasoning & Data Interpretation
• Customer Centric Mindset
• Storytelling
• Business Data Analysis & Strategic Thinking
• Curiosity & Continuous Improvement
• Data-Driven Decision Making

What You Bring

• Bachelor’s degree and 3+ years of experience in data analysis, reporting, or related fields.
• Advanced proficiency in Excel, PowerPoint and Vizio; experience with data visualization tools is a plus.
• Strong analytical and problem‑solving skills with a proven ability to interpret data and communicate insights effectively.
• Exceptional verbal and written communication skills, including the ability to present complex information to executive audiences.
• Ability to work independently and manage multiple priorities in a fast‑paced, evolving environment.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday – Friday (Hybrid 4 days in office and 1 day WFH)

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer‑centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Seniority Level

Not Applicable

Employment Type

Full‑time

Job Function

• Research, Analyst, and Information Technology
• Industries: Banking