Senior Data & Interaction Analytics Lead

Fnbo---First-National-Bank-of-Omaha-1; Omaha (NE); Hybrid; USD 82,000 - 135,000; Full time

Job summary

FNBO is seeking a Sr. Analyst, Data Analysis & Interaction Analytics to extract, manipulate, and analyze large datasets, delivering actionable insights across omnichannel contact center operations.

You will lead analytics for NiCE Interaction Analytics (Nexidia) and Quality Central, develop and maintain reporting, and explore AI-driven improvements in customer and employee experiences. The role requires advanced SQL, data visualization, and expertise in analytics platforms, with a focus on

Qualifications

• 5+ years in analytics with SQL and data manipulation.
• 3+ years in data analysis/reporting for contact center operations.
• Experience with varied data sources (Snowflake, SQL Server, DB2, flat files, Excel).

Responsibilities

• Develop and maintain performance reporting (daily/weekly/monthly).
• Partner with PDM to design dashboards and reporting solutions.
• Lead analytics reviews with directors to drive performance improvements.
• Translate business questions into data requirements and AI use cases.

Skills

Advanced SQL

Power BI

Excel

NiCE Nexidia

Quality Central

Python

AI/ML concepts

Education

Bachelor's degree

Tools

Snowflake

SQL Server

Tableau

Job description

FNBO is seeking a Sr. Analyst, Data Analysis & Interaction Analytics to extract, manipulate, and analyze large datasets, delivering actionable insights across omnichannel contact center operations.

You will lead analytics for NiCE Interaction Analytics (Nexidia) and Quality Central, develop and maintain reporting, and explore AI-driven improvements in customer and employee experiences. The role requires advanced SQL, data visualization, and expertise in analytics platforms, with a focus on