Aston Carter is hiring a Customer Experience Product Analyst to join a major financial client in Houston!

Duration: 9mo contract

Location: Houston, TX - hybrid 3x per week in-office

Description:

CCB Service Product Group (SPG) is responsible for delivering end-to-end service journeys through modernized applications that allow for a seamless customer experience across channels and lines of business. How we deliver is equally as important as what we deliver. The Strategy team within SPG provides support on a variety of initiatives by gathering and analyzing information about modules and workflows, identifying areas for improvement, and executing controls.

This role will expose you to what SPG is launching and will allow you to enhance your analytical research and reporting skills.

• We will use research, customer data, modeling and advanced analytics to understand all we can about customer behaviors and preferences
• We will use end-to-end process mapping to understand delighters and drivers of dissatisfaction
• We will use design thinking, emerging technologies and agile development to create and deploy outstanding experiences to our customers
• We will dramatically improve the customer experience and reduce cost and time to serve

Our team will own the identification and design of the Journey, meaning we will design it in partnership with product, channel, and others across Chase, and then ensure delivery across the same centers of excellence.

Key responsibilities of the Strategic Business Analyst role include:

• Executing research on current state experiences and providing output recommendations to business partners for execution, prior to module build
• Conducting deep dive analysis into voice of the customer channels to gather insights and root cause of journey friction points
• Acting as a project manager of Pre-Initiate, owning documentation and follow-ups required for delivery tollgates
• Leading the Identification and Design stage of the Journey to identify initiatives which will improve the customer, specialist or banker’s end-to-end experience
• Documenting the customer’s journey today, including ability to map it and articulate break points, and ownership of outputs through design
• Setting direction and expectations while moving initiatives through the ideation lifecycle
• Communicating progress, status, issues, decisions on regular cadence
• Interfacing with other execution efforts cross impacting the journey scope

Additional Skills & Qualifications:

Qualifications, Skills and Behaviors of the Successful Candidate:

• Minimum of 3-5 years’ work experience, ideally in project management, process re-engineering, strategy, or customer-centric functions
• Focus on customer experience enhancements and communications
• Aware and comfortable operating in an Agile environment
• Strong understanding of the financial services industry and Regulatory, Legal, and Risk environments
• Strong leader, comfortable in a deadline-driven, fast-paced environment, with flexibility and willingness to adapt and change course as needed
• Known for being a thought leader and engaged, flexible partner and listener; willingness to contribute on projects outside his/her scope
• Consultative approach with the ability to interact, influence, and communicate effectively with all levels of the organization
• Excellent organizational skills with the ability to prioritize and identify big ideas
• Ability to build, drive & motivate teams of various sizes without direct line reporting responsibilities
• Analytical, leadership, communications, and problem-solving skills

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.