Customer Data Analyst

Job Overview

The Customer Data Analyst is responsible for identifying and analyzing data regarding our customers and prospective customers, making recommendations, and providing insight to Citadel leadership in critical decision-making that drives attainment of strategic and business objectives, including growth and sales. The Analyst will be responsible for designing and delivering Use Cases to support the development of Citadel’s next generation Data & Analytics platform.  Each Use Case is designed to support the business and deliver an improved customer and/or employee experience and will include the requirements, data definition, report and dashboard design, and end user rollout.

Duties and Responsibilities

• Collaborate with Finance, Marketing, Retail, Digital Sales, Product teams and other Citadel business leaders to determine and prioritize needs for customer data.

• Develop Use Cases – partner with the business to capture and document Business Requirements, Business Definitions, Data Definitions, Visual Requirements, and Test Scripts.
• Apply various analytic methods to discover and interpret information about customer and prospective customer behavior from multiple data sources, including Citadel’s website, customer account data, data from external partners, and other sources
• Integrate data across sources
• Collaborate with IT to develop or adopt relational databases
• Create actionable insights based on customer data, both proactively and in response to requests
• Recommend target segments and campaigns/offers
• Maintain necessary processes, controls and procedures to ensure data accuracy and business functionality and comply with privacy and security policies and regulations.
• Lead and participate in cross-functional teams for corporate sales, marketing, customer service, and product development
• Be an expert in data visualization to help the organization grow in data literacy
• Perform regular analysis and reports for distribution to senior management on customer/prospective customer data and trends.
• Develop analytical reports to various departments requesting insight, supportive data or status reports to support corporate initiatives
• Use internal and external data to identify key target segments that will be most likely to respond to marketing tactics, generating product sales effectively and efficiently.
• Document processes with Runbooks for audit control and substitution work

Qualification & Education Requirements

• 3+ years related data management and analysis experience, including experience in consumer behavior data mining and analysis
• Retail banking or other financial services experience
• Experience with marketing, sales, or customer service, including digital and traditional
• Bachelor’s degree required
• Proficiency in specialized database software
• Writing SQL queries to solve business problems
• Proficiency creating reports and dashboards in a modern data visualization tool (Tableau, PowerBI, Qlik)
• Proficiency in Microsoft Office suite (CRM experience, Python or R, preferred)
• Experience with database documentation (Data Dictionaries and Entity Relationship Diagrams)

Additional Skills/ Notes

• Demonstrated ability to break down and analyze multi-dimensional business and technical issues. Experience in integrating information from a variety of resources, formats and systems.
• Excellent analytical skills.
• Excellent written and oral communication skills.
• Excellent organizational skills.  Demonstrate adaptability when interacting with internal clients.  Maintain confidentiality, promote integrity, and support the corporate mission.
• Ability to collaborate on and occasionally lead projects.
• Agile project management

Performance Measurements

Performance is based on the corporate scorecard and departmental goals.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.  Employees may experience swings in work-related demands placed upon them by internal and external customers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the