Assistant Manger

Responsibilities

Provide regular and on-going analysis and reporting of colleague experience data, including Voice & Pulse, primary colleague data, and existing colleague reports, identifying areas of opportunity, and measure and monitor changes in experiences as a result of actions taken.

Support customer experience and complaints analysis and reporting, including trend-tracking and interpretation, as well as identifying and communicating business opportunities.

Support regional, segment, and enterprise-level strategic metric reporting in pursuit of enterprise performance goals.

Develop colleague depth of knowledge and become a resident expert in Client colleague experiences and leverage that knowledge as the voice of the colleague.

Partner with EMO team and business units to drive solutions.

Communicate insights and analysis with Experience Management Office (EMO) and external partners.

Manage multiple concurrent projects, including monthly and quarterly analyses and reporting, in addition to ad hoc projects and short-term requests.

Effectively visualize and summarize work products for a variety of audiences.

Ensure all analyses and reporting is consistent with departmental standards for research excellence and conforms to documented procedures for managing risk.

Select appropriate analytical techniques to address business needs and answer key questions about customer experience.

Identify colleague- and customer-relevant insights from external/industry sources.

Synthesize enterprise-wide and/or business-specific customer survey data to provide insights that shape business segment strategy and goal planning.

Identify opportunities for colleague research and recommend appropriate research/analysis plans.

Perform other duties as assigned.