Customer Experience Analyst – Personal Banking

The Customer Experience Analyst is a management track-level position within MidFirst Bank where you will support evaluations and enhancements to the traditional and digital bank customer experience. The position is responsible for helping ensure team members deliver on MidFirst’s commitment to provide extraordinary service and exceed our customer’s expectations across touch points. In this role, you will have the opportunity to work with senior management and make a positive impact in the Company by pursuing your creative ideas, managing them to resolution, and building valuable relationships and influence.Principal Duties And ResponsibilitiesSupports Voice of the Customer initiative, working to uncover and assess customer experience enhancement opportunitiesEvaluates and analyzes customer feedback to understand trends and opportunities identified in customer surveys, online reviews, issues, complaints and other relevant customer dataSupports management and engagement with third-party customer experience survey providersMaintains customer experience reporting and analysis initiatives, including complaint and quality control evaluationsCreates and manages detailed project plans to ensure the successful implementation of initiativesOversees the implementation of solutions such as process re-designs, advancements in technology, new or enhanced internal controls or other improvements to the business operationCoordination of training and instruction to impacted personnel when processes are modifiedEffective communication and presentation to various levels of management and staff within the organizationManagement of multiple projects to completion to the satisfaction of business operationsParticipation in management training and developmentThe position is on-site at our corporate campus in Oklahoma City, with no opportunity for remote/hybrid schedules.JOB SPECIFICATIONSBachelor’s degree in Finance, Mathematics, Economics, Management, Organizational Leadership, Supply Chain Management, Entrepreneurship, Industrial Engineering, Computer Science or MIS with a minimum GPA of 3.0 or 3-5 years of commensurate experience in lieu of specific degree requiredKnowledge of Business Intelligence (“BI”), reporting concepts and analysis techniquesKnowledge of general principles of data warehouse environment and enterprise BI tools regardless of platformThe ability to build strong cross-functional partnershipsStrong problem-solving, analytical reasoning and critical-thinking abilitiesExceptional attention to detail, and time management