DescriptionJob SummaryThis position will support the Branch and Contact Center Technology teams. The individual will be responsible for data analysis, project management, incident management and troubleshooting contact center, ATM, and branch related systems. This individual will also work directly with business partners to ensure their needs are being met and are coordinated with the engaged information technology teams. Knowledge of contact center systems is required. Experience with Genesys is preferred. Experience with ATM and other customer interaction channels is preferred.
Job Duties:- Analyze and interpret complex data from various sources, including Snowflake for data warehousing and analytics.
- Perform data engineering tasks, including database queries, data extraction, transformation, and loading (ETL) processes.
- Create, maintain, & provide reports via Excel and Tableau for multiple managers and segments, pivoting, and presenting the data to tell a business-driven story.
- Manage inventory database for 1,500+ assets, ensuring accurate records of all hardware and software assets for lifecycle tracking and compliance while bringing observations and insights into automation, reducing manual efforts.
- Develop and maintain reporting frameworks that operationalize vulnerability management across 200+ applications, enhancing visibility and remediation efforts.
- Perform behavioral analysis on asset usage data, interpret its impact on performance metrics, and deliver tailored insights to both technical and non-technical leaders.
- Analyze deployment performance data to uncover trends and risks in early-stage feature rollouts, supporting proactive resolution strategies.
- Provide operational reporting for service delivery teams on feature implementation, operational, compliance, intake management, and risk management.
- Collect and analyze call routing metrics that aid in operational and coaching improvements
- Review and translate customer complaint insights into actionable recommendations, collaborating with product development, and support teams to improve user experience and operational efficiency.
- Perform continuous process improvement and analysis in current technical environment.
- Prepare high level logical data models and business requirement documents that contain essential business elements, detailed definitions, and descriptions of the relationships between stakeholders to analyze and document business data requirements.
- Help develop logical data models, source data cleansing, and data profiling.
- Collaborate with cross functional teams in the CRB space to understand business requirements and deliver data driven solutions.
- Collaborate with Project Managers to estimate reporting, dashboarding, and analytical efforts for resource planning.
- Ensure data integrity, accuracy, and consistency across all data sources and systems.
Basic Qualifications:- Bachelor's Degree
- 4+ years experience with use of technologies including interactive voice response (IVR), call routing, and workforce optimization systems
Preferred Qualifications:- Familiarity with both IVR caller user interfaces and customer service agent user interfaces for end-to-end customer journey analysis. Genesys contact center experience is preferred
- Familiarity with ATM and Digital channel operations as they relate to the customer service journey
- Domain or business knowledge in the fields of financial analysis, macroeconomics, accounting, financial engineering, and banking regulation is preferred
- Data analytics certification such as Certified Analytics Professional (CAP), Microsoft Certified Power BI Data Analyst Associate, or AWS Certified Data Engineer is preferred
Exempt Status: (Yes = not eligible for overtime pay) (
No = eligible for overtime pay)
Yes
Workplace Type:Office
Our Approach to
Office Workplace Type
Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.
Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.
Huntington is an Equal Opportunity Employer.
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.
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