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Omnichannel (Omni) Senior Customer Advocacy Insight Specialist in Columbus at Huntington

Date Posted: 11/28/2018

Job Snapshot

Job Description

We are transforming the way we do business by changing how we think about the different types of Customer Journeys. Omnichannel will provide a consistent experience for our customers, regardless of how they chose to do business with us (online banking, branch locations, ATM's, phone support). The goal of Omnichannel is to align our people, processes, products & services, and technology across our enterprise to deliver new modern capabilities in an Agile and Iterative way.

We are in the beginning stages of building this newly defined Omnichannel program with cross functional team members. This team will lay the foundation for what the Customer Journeys are and how we will deliver exceptional, streamlined experiences for each one. If you are a pioneer at heart who enjoys data driven decisions that takes our customers' feedback and intertwines creativity to define what the solutions should be, we want to hear more.

Customer Advocacy Insight Specialist will:

  • Conduct customer and market research
  • Conduct analysis of complaint data, consumer tracking studies, and other adhoc research studies
  • Select the appropriate research methodology and analytical techniques
  • Design qualitative and quantitative research plans, questionnaires and moderator guides
  • Program questionnaires into online survey tools (MaritzCX, Qualtrics)
  • Track trends and Interpret results for complaint data, prepare reports, identify opportunities and make actionable recommendations
  • Present findings to the business
  • Synthesize enterprise-wide and business specific, ad hoc and trended customer survey data, identify improvement opportunities and partner with Customer Experience Managers, Continuous Improvement and Business Units to drive solutions
  • Identify situations that would benefit from customer or market research and recommend appropriate research plans
  • Scan, identify, classify and store customer relevant insights from external/industry sources. Routinely or as directed share with Customer Advocacy Team and the business
  • Analyze external / syndicated research, draw insights, prepare reports that support and supplement what we learn from customers directly

Basic Qualifications:

  • Bachelor's Degree
  • Minimum of 1 year or more of experience conducting data analysis and reporting, or managing survey research projects or tracking programs

Preferred Qualifications

  • Advanced degree is a plus
  • Experience in statistical analysis and statistical software (e.g. SPSS, SAS, Minitab)
  • Experience designing reports and presentations that tell a story with data, clearly identify opportunities and point to actions
  • Experience in analyses and interpretation of quantitative and qualitative data into actionable insights
  • Proactive, positive attitude, self-starter approach
  • Time management and organizational skills
  • Proficient with Excel, Word and PowerPoint
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.