Big Data Healthcare Customer Experience Lead Analyst

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GENERAL FUNCTION:

Partners with Big Data Healthcare leaders to identify, prioritize, track and execute strategic initiatives within the team. Responsible for developing reporting, analytics, metrics and key performance indicators while also providing in-depth analysis and recommendations for improving/enhancing line of business performance. Coordinates with the multiple divisions and LOBs to ensure consistency in reaching financial goals. Focus on providing value-added analysis and recommendations to support business growth. Lead the education and development of partners on the team in the understanding and execution of analytical approaches. Ensure client support SLAs for Big Data Healthcare clients through timely and effective management of client support inquiries.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Successfully execute reporting and analytics. Analyzes data to make proactive recommendations/ solutions to drive and enhance department/LOB performance.
• Document, evaluate, improve design of and maintain Reports and processes to ensure that analytical tools evolve as the business changes.
• Responsible for managing data sources that Support performance management and Compensation plans.
• Prepares and Analyzes monthly Reports for customer experience and complaint management. Investigates and documents unusual items, in addition to monthly ad-hoc Reports, data analysis, and recommendations.
• Research and inform the customer experience team of industry, company, customer, and channel data to Support market Assessment and identification of Key strategic trends.
• Efficiently executes Intermediate research tasks leveraging internal and external resources.
• Employs modeling techniques and Completes quantitative analyses and supporting processes of extraction of relevant information, fact and data gathering and documentation. Extracts and Summarizes Key insights to produce useful output in context of the overall initiative.
• Works with project team to insure project budgets, resource plans, milestones, tracking metrics and success measures are achieved.
• Ensures that assigned projects are conducted in compliance with applicable Regulatory, Enterprise, and functional policies, procedures, guidelines and methodologies.
• Suggests creative, well-thought-out ideas to Support Issue/problem diagnostics and brainstorming of potential solutions.
• Contributes to presentation materials containing complex and challenging business issues for management and Lines of business Executives that clearly articulates issues, conclusions and implications.
• Effectively Communicates in a concise manner and Actively Participates in discussions.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree or equivalent experience required; degree in Business Management, Accounting, Statistics or Finance preferred. Equivalent work experience: Typically requires 4-6 years of accounting, data analysis, or management.
• Minimum of 5 years' experience in Financial Services or banking (Sales, Operations, etc.) and/or as a Business Analyst required.
• Minimum of 2 years of previous experience working with advanced data mining tools (SAS and/or SAP Business Objects).
• Background in management consulting, econometrics, or financial services and 2 years of relevant experience is preferred.
• Ability to be highly effective in a team-oriented environment and to build relationships based on added value, not title or authority is crucial.
• Demonstrate creative solution Development, innovation, integrity, business acumen and sound judgment.
• Be a customer Champion by representing the Customers interests in all forums and always maintaining a customer-centric orientation.
• Leverage robust problem solving skills through fact based analytics and getting to the "heart of the matter."
• Demonstrate strong project management skills, prioritizing work tasks and managing time effectively.
• Experience operating in an environment that stresses both individual accountability and team-based performance.
• Sense of urgency coupled with a proven track record of successfully collaborating with and influencing leadership and peers to continually drive for growth and financial results are Key success factors.
• Possess interpersonal, negotiation, verbal and written communication, and presentation skills necessary to Interact with all organizational levels.
• Ability to use all Microsoft Office software and data visualization tools.

Big Data Healthcare Customer Experience Lead Analyst

Total Base Pay Range 69,800.00 - 143,100.00 USD Annual

LOCATION -- Virtual, Pennsylvania 00000

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.