Client Experience & Insights Senior Analyst

WHAT IS THE OPPORTUNITY?

The Senior CX & Insights Analyst works with product and business unit stakeholders across the enterprise to establish a data-driven understanding of the client perspective on the bank's product & service experience. Efforts involve gathering intake / requirements from internal stakeholders and making recommendations as to how to structure CX research programs and leveraging to ensure the CX team is delivering what is required of business stakeholders. It involves the end-to-end creation and implementation of CX research programs. And finally, it includes leveraging CX data to create dashboards and reports and socialize the findings with stakeholders to inform decision-making and impact business results. This individual will also procure strategic and actionable client insights and recommendations through primary and secondary research in support of business objectives contributing to City National's growing culture of customer-centricity.

WHAT WILL YOU DO?

Define holistic CX measurement programs

Define CX performance metrics for specific service and digital experiences

Generate and "QA" insights using survey analytics tools, and package insights into impactful presentations

Create presentations for and present to a variety of senior stakeholders across the organization

Assess new data sources for service & digital insights

Develop Qualtrics dashboards to enable real-time insights during and after a survey is in-progress

Analyze survey results, including quantitative and qualitative / text analysis via software such as Qualtrics, Excel, SPSS, Q, or SAS

In partnership with vendor partners, analyze service interaction data, such as unstructured voice and text analytics in the call center via software such as Qualtrics, Tethr, or NICE Analytics

Serve as a chief administrative contact for critical team functions, including vendor management, contract / SOW management, and compliance reviews

Consult on / manage quantitative and qualitative research initiatives conducted by 3rd party research partners and / or in-house

All other appropriate duties as required.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications

Bachelor's Degree or equivalent

Minimum 6 years of experience in a CX, market / customer research, or data analysis-related role

Minimum 6 years of experience with Microsoft Office

Minimum 2 years of experience with CX / survey-related platforms (especially Qualtrics)"

WHAT'S IN IT FOR YOU?

Compensation Starting base salary : $101,231 - $172,355 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and / or commissions.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including :

Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date

Generous 401(k) company matching contribution

Career Development through Tuition Reimbursement and other internal upskilling and training resources

Valued Time Away benefits including vacation, sick and volunteer time

Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs

Career Mobility support from a dedicated recruitment team

Colleague Resource Groups to support networking and community engagement

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ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

• Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.

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