Responsibilities

As a Mobile Banking Product Analyst you’ll help support the next generation of mobile banking services for millions of consumers like you.  You’ll be responsible for supporting the strategy and product set while maintaining the outstanding customer experience that garnered Citizens Bank the 2012 award for “Best Integrated App” based on average consumer rating by Javelin Strategy & Research. 

In this position, you’ll partner with mobile banking product managers, subject matter experts, contact center colleagues, user experience/design teams, analytics teams, and technical resources to implement and manage a mobile banking Continuous Improvement program.  You’ll represent and support product manager interests regarding defect resolution, small enhancement requests, and prioritization.  Additionally, you’ll be leveraging customer experience management tools to identify opportunities to improve the mobile banking customer experience while adhering to customer experience goals and Citizens usability and design standards.

You will also partner with the contact center and retail banking teams to ensure customer facing colleagues have the necessary support and materials to deliver exceptional customer service to mobile banking customers. Your goals will include leading a succession of enhancements to the mobile channel that strengthens customer engagement, utilization and customer satisfaction.  

Ideal candidate will have experience in digital projects, specifically mobile applications, and experience partnering with technology teams in delivering customer-focused functionality.  Ability to critically analyze situations and formulate recommendations based on available information.  Can clearly articulate issues, opportunities, and recommendations based on the situation and the audience.  Ability to effectively negotiate and arrive at successful solutions with key stakeholder groups.  Superior organization and time management skills critical. 

Description of Function:

Collaborate with mobile product managers, insights and actions team and leverage various customer experience management tools to analyze, identify and recommend opportunities to improve customer experience.

Active role in supporting the mobile banking continuous improvement program which may involve engagement from conception through design to implementation

Collaborate with contact center to review escalated issues from previous day/week, support training and reference materials available on intranet and evaluate call volumes for unmet needs

Analyze customer comments within Google Play and App Store along with crash reports

Interface with project managers, technology teams and support teams to ensure programs are executing within budget and timelines.

Support review of mobile banking marketing materials such as content review on website, internal communications, branch collateral and social media messaging

Support risk, regulatory and operational reviews

Scope:

Position interacts actively with TSA, Business Services, Call Center Operations, and key business leaders across retail distribution, marketing, product teams, Info Security, Risk and finance.  This role also interfaces routinely with vendors such as Sybase, Fiserv, CashEdge and TeaLeaf.

Impact:

The individual in the role will support the customer experience for Small Business and Retail Consumer  customers for the Mobile channel.  The person will impact the customer satisfaction with the bank and the channels based on the performance of the site with over 50% retail CFG customers. 

Qualifications

Bachelor Degree required: Business, Marketing or Communication. Years of Experience in lieu of Degree.

Skills/ Competencies:

Required skills

Strong Oral and Written communications

Detail oriented

Proficient in MS Office applications including Excel and PowerPoint

Proven ability to support and influence cross-functional teams

Ability to manage multiple initiatives

Passion for providing outstanding digital customer experiences and customer service

Desire to work in a fast paced environment where new capabilities and new ways of thinking are emerging on a daily basis

Desired skills:

Apple Human Interface Guidelines, Android Design Guidelines, Agile/SCRUM development methodology and customer experience management tools such as Tealeaf, Webtrends, Gomez/Keynote and Opinion Lab.

Work Experience:

5 + years experience utilizing qualitative and quantitative data in order to improve customer experience

3 + years experience in Mobile, Online  or ecommerce, financial services industry experience preferred.

Hours and Work Schedule

Hours per Week:   40
Work Schedule:    Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.