Director Operations Analytics

At First PREMIER Bank and PREMIER Bankcard, we’ve created a culture that emphasizes personal success, respect, health, and wellness, fun and giving back.

This is an environment where you will be rewarded, valued, and celebrated for your hard work.

We offer a robust and expanded package of health benefits, incentives, paid time off and growth and career advancement opportunities.

We celebrate our employees and show our appreciation with private concerts, outdoor bashes, cash and car giveaways and more! See some of our epic celebrations and employee recognitions.

Considered one of the nation’s strongest financial organizations, we’ve achieved our success by embodying the views and values of The PREMIER Way. From our CEOs to the newest hires, we all follow these shared views and values to guide us on how to treat our customers, co-workers and communities.

The PREMIER Way also serves as a roadmap on how to be successful inside and outside of the workplace.

We believe in investing in our employees, their families and our communities.

Job Description:

Location: Sioux Falls, SD
Shift: 8:00am-5:00pm, Monday-Friday
Job Status: Full-Time
Company: PREMIER Bankcard 

About the Role

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.

Essential duties and responsibilities include the following.

Other duties may be assigned.


* 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 ...