Analyst II, Channel Analytics

At FNBO, our employees are the heart of our story-and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

About This Role:

Job Specific Responsibilities/Accountabilities:

• Develop and maintain comprehensive reporting systems for omnichannel contact center operations (voice, chat, email, social media, mobile app, web).
• Create unified customer journey analyses that track experiences across multiple channels and measure consistent service delivery and performance.
• Partner with contact center leadership to develop metrics aligned with strategic objectives.
• Analyze complex interaction data to identify patterns, trends, and improvement opportunities.
• Create compelling visualizations and interactive dashboards that visualize key performance indicators (KPIs) for stakeholders to communicate contact center performance metrics and customer interaction insights.
• Leverage Nexidia speech analytics to extract meaningful insights from customer interactions.
• Design and implement Nexidia queries to identify customer sentiment, compliance issues, and process improvement opportunities.
• Perform quality assurance checks on Nexidia transcriptions and categorizations.
• Create and maintain documentation for data quality processes and standards and collaborate with cross-functional teams to resolve data quality issues.
• Perform thorough data validation across multiple systems to verify completeness, accuracy, consistency, and reliability.
• Lead regular analytics reviews with supervisors and managers to drive performance improvements.
• Collaborate cross-functionally with Quality Assurance and Training teams to target skill development.
• Provide data-driven recommendations to enhance customer experience and operational efficiency.

Compliance: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. Ensure platform support and access procedures are consistently accurate and up to date.

Key Skills:

• Maximize the value of Nexidia analytics to drive measurable improvements in contact center performance.
• Balance data accuracy with timely delivery of actionable information.
• Uncover hidden insights in customer conversations that lead to process enhancements.
• Create efficient reporting solutions that save time and enhance decision-making.
• Demonstrate a consultative approach with the ability to analyze stakeholders' needs.
• Able to work cross-functionally with strong interpersonal skills, including the ability to build collaborative, high-trust advisory relationships, listen and actively contribute to discussions.
• Support a data-driven culture and drive continuous improvement through data-informed recommendations.
• Project Management skills - advanced organization and ability to keep on track.

The Ideal Candidate for This Role:

Minimum Qualifications:

Required

• Bachelor's degree or equivalent work experience
• 3+ years of experience in data analysis and reporting
• 2+ years of experience working with contact center operations or customer service data
• Proficiency with Excel and data visualization tools (Power BI, etc.)
• Experience creating and maintaining dashboards for operational teams
• Strong analytical and problem-solving abilities
• Excellent communication skills for translating data insights to actionable recommendations

Desired

• Proficiency in creating custom Nexidia queries and interpreting results
• Experience translating speech analytics findings into process improvements
• Working knowledge of SQL and database concepts
• Experience with contact center platforms and their reporting capabilities
• Familiarity with speech analytics, text analytics, or customer journey mapping
• Background in banking, financial services, or regulated industries.

Compensation:

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves-no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.