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Customer Experience (CX) Senior Research Analyst

Arvest Bank

United States

Hybrid

USD 72,000 - 87,000

Full time

8 days ago

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Job summary

A leading bank is seeking a Customer Experience (CX) Senior Research Analyst to enhance customer satisfaction through research and data analysis. The role blends creative and analytical skills to understand customer behavior and drive strategic decision-making. Candidates must be proficient in research methodologies and possess strong communication skills.

Benefits

Comprehensive health and life benefits

Flexible work options

Professional growth opportunities

Qualifications

4 years of relevant work experience in data or research analysis.
Exceptional communication skills to convey insights to non-technical stakeholders.
Ability to understand and analyze complex data sets.

Responsibilities

Design and implement qualitative and quantitative research studies.
Analyze data and provide recommendations for customer experience improvements.
Develop reports and presentations for stakeholders.

Skills

Data analysis

Qualitative research

Quantitative research

Statistical analysis

Presentation skills

Education

Bachelor’s degree in relevant field

Tools

Google Workplace Suite

SQL

SPSS

SAS

Tableau

Customer Experience (CX) Senior Research Analyst

Join to apply for the Customer Experience (CX) Senior Research Analyst role at Arvest Bank

Customer Experience (CX) Senior Research Analyst

Join to apply for the Customer Experience (CX) Senior Research Analyst role at Arvest Bank

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Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits .

Position is Monday through Friday 8 am to 5 pm with ability to work additional hours as needed.

Position is located at 240 S Main St, Bentonville, AR, with remote flexible work options available for residents within the Northwest Arkansas (NWA) area preferred, however, residents within the Arvest 4 State Footprint (AR, KS, MO, OK) can also be considered.

The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers first as we continue to fulfill our mission – People helping people find financial solutions for life.

Job Title: Customer Experience (Cx) Senior Research Analyst

A Customer Experience (Cx) Senior Research Analyst at Arvest possesses a blend of creative, collaborative, analytical, and critical thinking skills combined with a passion for discovering opportunities to help shape our understanding of customer behavior, preferences, and satisfaction and improve our customers’ experience. The Cx Senior Research Analyst is crucial in uncovering valuable insights about our customers, their preferences, behaviors, and motivations, empowering Arvest to make customer-centric decisions. They partner with the Cx Principal Researcher to help shape our research strategy and provide impactful recommendations that drive our business forward.

The Cx Senior Research Analyst contributes to research intake, methodologies, execution, and analysis to support our Customer Experience Research Program. Their ultimate goal is to understand Arvest’s customers better and help shape exceptional customer experiences. A Cx Senior Research Analyst designs and executes small to medium-sized research projects in which they gather insights that drive strategic decision-making and enhance the overall customer experience. They work with large datasets and possess the expertise and creativity to apply different data analytical methods that best support the objective. They must be skilled at analyzing data, communicating insights, and collaborating with cross-functional teams to drive change.

What You’ll Do at Arvest: (Other duties may be assigned.)

Collaborate with business stakeholders to deeply understand their research needs and objectives.
Design and implement qualitative and quantitative research studies to understand customer needs, preferences, and behaviors.
Create detailed process maps and documentation of current and future processes, including customer experience mapping.
Perform comprehensive background research, such as conducting literature reviews, exploratory data analysis, surveys, subject expert interviews, and secondary research, informing the foundation of original research studies.
Partner with senior-level researchers to design and implement research techniques that meet requirements for validity and reliability.
Develop research protocols and codebooks to enable replication for future research, ensuring transparency and consistency in research methodologies.
Gain in-depth knowledge of Arvest’s current and potential customers, including their attributes, personas, behaviors, and motivations, and actively seek opportunities to learn more.
Assist in conducting fundamental statistical analysis of research results, deriving key insights and contributing to actionable recommendations for the business.
Develop reports and presentations that clearly communicate research findings and recommendations to stakeholders.
Coordinate the communication of research findings to stakeholders at all levels of the organization, including senior leaders and members of the C-Suite, ensuring results are easily understood and applicable.
Manage and facilitate centralized research insights within the organization by maintaining the insights page on the company intranet and creating regular insights reports for easy access and knowledge sharing. Use survey tools and platforms to build, test & maintain customer surveys.
Work with various 3rd party vendors to support the management of research projects by coordinating, prioritizing, and tracking ongoing and existing research while maintaining an organized research backlog.
Leverage Natural Language Processing (NLP) technology to derive feedback from solicited and unsolicited feedback.
Stay current on industry trends and continuously develop knowledge and skills of survey and research methodology, customer experience research and financial industry best practices, statistical analysis, and maintaining partner relationships.
Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

Responsibilities:

Toolbox for Success:

Bachelor’s degree in relevant field; or related vocational, apprenticeship experience; or related certificate; or equivalent relevant work or military experience.
4 years of relevant work experience as a data or research analyst or in banking operations, project management or program implementation roles.
Proven ability:
Understanding complex problems, identifying root causes, deriving insights from data, and creating recommendations.
Developing, querying, analyzing, joining and transforming large datasets to derive insight from customer feedback and transactional, operational, and behavioral data.
Affinity to turn complex data into valuable insights.
Writing effective and unbiased research questions.
Exceptional presentation, communication, and interpersonal skills to convey complex data, insights, and recommendations to non-technical stakeholders.
Strong troubleshooting skills to investigate, resolve and escalate issues.
Understanding of quantitative and qualitative research methodologies.
Strong analytical skills with the ability to interpret complex data sets.
Ability to bridge the gap between technical and business communication and stakeholders.
A strong business partner who understands how this role fits into the overall company objectives.
Strong orientation toward being solution-oriented and self-motivated.
Tools/Software:
Google Workplace Suite, particularly Google Sheets
Familiarity with analytical and data management concepts and/or tools, such as SQL, SPSS, SAS
Relevant military experience is considered for veterans and transitioning service members.

Preferred:

Bachelor’s degree or certification in anthropology, psychology, research, marketing or human-centered design.
Background in experience design, product, marketing, or consumer research
Experience in statistical analysis software (R, SPSS, or similar)
Experience in interpreting and working with statistics, including descriptive statistics and basic inferential statistics (t-tests, ANOVA, linear regression, etc.)
Experience with data visualization platforms such as Tableau
Experience with change management and project management.
Experience programming surveys within an online survey platform.
Knowledge of survey instrument design, sampling methodology, research, and behavioral biases.
Experience with natural language processing software
Tools/Software: Qualtrics- XM Engage, XM Core, XM Discover, UserTesting, Jira, Miro, Figma, SPSS, Minitab, SAS TBD analytics platforms.
Experience developing and creating deliverables using complex B2B software platforms, preferably Survey platforms.
Programming: SQL, R, Python, CSS, HTML/JS

Physical Demands:

The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

We offer competitive compensation, benefits packages, and significant professional growth.

Arvest Bank is committed to providing equal opportunity to all persons regardless of race, color, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis, which now or in the future may be specified by law.

Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.

Grade 16

Pay Range: $72560 - $86165 per year

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Banking, Financial Services, and Investment Management

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