Old National Bank CLIENT EXPERIENCE ANALYST in Evansville, Indiana
Old National Bank was established in 1834. Today we are the largest financial services holding company headquartered in Indiana. We provide an array of services to our clients which include Community Banking, Investments, and Wealth Management. At Old National we believe that by helping our associates balance work life with home life, we create a more productive workforce and a stronger company.
In 2020, Ethisphere Institute announced Old National Bank as one of the World’s Most Ethical Companies for the ninth consecutive year.
Old National Bank is seeking a Market & Client Experience Analyst that will conduct research activities to collect data and other information to support strategic initiatives and/or improve client experiences at Old National. The Analyst will work in close collaboration with Line of Business (LOB) leadership, the Director of Marketing Strategy & Client Experience, and the LOB Marketing Managers to produce dynamic and engaging reports to support of marketing, sales and strategic planning activities.
The Market and Client Experience Analyst will participate in as well as lead projects from concept to launch and assist at various stages of projects that require thoughtful consulting and expertise in client experience design. In collaboration with team members across the company, the position will help to develop vision and strategy, execute research, prototyping and testing (when necessary) and carry concepts through execution.
Qualifications and Education Requirements
Bachelor’s degree required in Computer Science, Engineering, Applied Math, Economics, Statistics, Analytics, Marketing, Business Administration, or related field of study
Three to five years of experience with market research, data analysis, reporting and presentation required; financial services industry experience preferred
Proven experience leading a collaborative cross-functional team
Robust familiarity with Qualtrics survey software highly preferred
Understands a range of qualitative and quantitative research techniques available to address business needs
Conducts work assignments of increasing complexity, under moderate supervision with some latitude for independent judgment
Analytical mind and strong quantitative and problem-solving skills
Comfortable working in a fast-paced, dynamic environment which demands quick thinking and strong attention to detail
Serve as the primary market research consultant
Recommend changes to current sales techniques, Banking Center procedures or promotional efforts based on market research and new trends.
Evaluate product performance to help develop and update company goals and objectives.
Evaluate and analyze program or campaign results and presents recommendations for changes in strategies.
Analyzes existing and potential product/ service markets.
Collect and analyze data on established and prospective clients in each LOB and on competitors and their products.
Evaluate customer demographics, competition, distribution channels, and promotions to enhance marketing strategies, and recommend marketing improvements that increase revenue or new client acquisition.
Foster improvements in ONB brand satisfaction and the client experience for LOB processes and programs
Oversee the brand awareness and overall client satisfaction research for Old National, including the company’s net promoter score.
Implement and manage a formal post-transaction survey program to improve the client’s experience through all client touchpoints.
Use research and best practices to make recommendations to existing client interactions or processes to improve the client experience.
Support the company’s digital banking strategy
Work with the eCommerce team to support the digital banking strategy.
Pinpoint opportunities to expand or enhance online or mobile banking adoption through formal client research.
Help identify online or mobile banking functionality gaps through research of best practices and banking peers.
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.
As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.
We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Talent Development Team Leader, VP, to fill a specific position.
External Job Title: CLIENT EXPERIENCE ANALYST
Requisition ID: 2020-5609
Street: One Main St.