Director Operations Analytics

FIRST PREMIER BANK•Sioux Falls, SD

About The Position

Responsible for leading a team focused on data-driven analysis of customer experiences by extracting actionable insights, identifying trends, pain points, and opportunities for improvement, and translating these into implementable strategies to enhance customer experience. This role will also be responsible for tracking and optimizing customer journey strategies across multiple channels, ensuring customer satisfaction and loyalty, and driving business growth through positive customer experiences.

Requirements

Strong analytical skills, data visualization expertise, and the ability to collaborate with cross-functional teams to implement data-driven CX initiatives.
Ability to translate complex data insights into clear, actionable business strategies and recommendations.
Proficiency in data analysis tools and programming languages like SQL, Python, R, and statistical modeling techniques.
Strong understanding of data warehousing, data mining tools, CRM systems, and data visualization platforms.
Excellent written and verbal communication skills to effectively present data findings to senior leadership and cross-functional teams.
Bachelor’s degree required.
3+ years’ supervisory experience required.

Nice To Haves

8+ years’ credit card and/or business experience preferred.

Responsibilities

Manage and analyze large datasets to identify customer sentiment, behavior patterns, Key Performance Indicators (KPIs) and key customer insights to identify areas for improvement.
Develop and implement robust data analysis methodologies to extract meaningful insights from large datasets to effectively communicate customer insights to stakeholders.
Conduct A/B testing and multivariate analysis to optimize CX campaigns and strategies.
Create detailed customer journey maps to visualize the customer experience across all touchpoints, identifying potential friction points and opportunities for optimization.
Generate regular reports and presentations to communicate customer insights to senior leadership and cross-functional teams.
Translate customer insights into actionable recommendations for product development, service improvements, communication strategies, and operational changes.
Build and lead a high-performing team(s) of CX analysts, providing mentorship and career development opportunities.
Lead, develop and execute a comprehensive CX analytics strategy aligned with business objectives, identifying key customer metrics and KPIs to track and measure success.
Establish a data governance framework to ensure data quality, integrity, and accessibility across the organization.
Lead the implementation of advanced analytics techniques, including predictive modeling, sentiment analysis, and customer lifetime value calculations.
Interviews, hires, and trains new staff.
Provides constructive and timely performance reviews.
Handles discipline and termination of employees in accordance with company policy.