Business Analyst, Senior Associate

The Customer Experience Insights & Strategy team is dedicated to integrating customer intelligence, journey performance, and solution delivery.

Our mission is to drive measurable improvements across the Card & Connected Commerce businesses.

Operating horizontally across all P&L owners and functional partners, we create a unified view of customer friction, competitive positioning, and experience health.

As a Business Analyst in Customer Experience Insights, you will perform analytics with a primary focus on customer complaints (trend, severity, volume drivers, root-cause, and remediation effectiveness).

You will also support broader team reporting and recurring executive/operational deliverables as needed.

This person will translate business questions into data views, build scalable reporting, and deliver clear insights that drive measurable improvements in customer outcomes.

Your work will involve uncovering patterns in data, producing insightful reports, and helping develop solutions that support business strategies.

You will be expected to apply your knowledge of automation and data analytics to solve problems and enhance processes.

Join a collaborative environment where you will partner across teams, contribute to continuous improvement, and help drive ongoing issue resolution.

Key Responsibilities

Complaints and Customer Experience Reporting & Insights


* Produce recurring and ad hoc complaints reporting (e.g., volumes, rates, themes, channels, products, customer segments, lifecycle stage, geographic/operational breakdowns).


* Support creation of executive-ready materials (monthly/quarterly business reviews, OKR reporting, etc.).


* Partner with Complaints, Operations, Product, Digital, and Risk/Compliance stakeholders to align definitions and ensure reporting is decision-useful.


* Research isolated cases and/or accounts, and summarize root-cause themes and outcomes.


* Analyze data to identify anomalies, trends, and potential control gaps impacting complaint volumes.


* Support other CX data mining and reporting such as VoC survey insights, NPS/CSAT, call center drivers, digital funnel/behavior, and service metrics (where applicable).


* Create clear narrative insights: what happened, why, so what, now what-tailored to different audiences.

Required qualifications, capabilities, and skills


* 3-5+ years of experience in business analysis, analytics, reporting, or CX/complaints insights (financial services preferred but not required).


* Baseline knowledge or equivalent expertise in data analytics, with the ability to interpret models and diagrams to represent and communicate data requirements.


* Strong verbal and written communication-able to synthesize findings into a crisp stories and recommendations.


* Professionalism and ability to engage with leadership, stakeholders, and Card/Operations teams.


* Ability to multi-task and manage multiple projects simultaneously, including a mix ...