At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
The Sr. Analyst, Data Analysis & Interaction Analytics serves as a subject matter expert responsible for extracting, manipulating, analyzing, and summarizing large datasets to provide business insight and intelligence across omnichannel contact center operations. This role combines sophisticated analytical expertise with contact center domain knowledge, utilizing SQL, Snowflake, and advanced analytics tools (Python, Power BI, QuickSight, Business Objects) alongside specialized interaction analytics platforms and emerging AI technologies.
About This Role:
A key component of this position is serving as the primary subject matter expert for FNBO's NiCE Interaction Analytics (Nexidia) and Quality Central platform, maximizing our investment in interaction analytics technology to deliver actionable insights that drive quantifiable improvements to customer experience and operational performance. You will transform customer interaction data into strategic recommendations while developing and maintaining comprehensive reporting systems that monitor business processes and platform performance across servicing tools and customer-facing technologies, with a focus on identifying opportunities to leverage AI, automation, and advanced analytics to enhance both customer and employee experiences.
Data Analysis & Reporting:
- Develop and maintain ongoing performance reporting (daily, weekly, monthly) and extract, manipulate, and analyze large datasets from multiple sources (Snowflake, SQL Server, flat files, Excel) using SQL, SAS, or similar tools to generate meaningful business insights
- Partner with the Partnership Data (PDM) team to design, clearly define requirements, build, and enhance dashboards and accurate reporting solutions, utilizing Excel (pivot tables, macros/VBA) and BI tools to create compelling visualizations that communicate performance metrics to stakeholders at all levels
- Validate and reconcile data within Snowflake and reporting tools to ensure accuracy, consistency, and reliability of outputs, including validation of AI-generated insights and model outputs, while identifying data gaps and proactively working with partners to resolve discrepancies and improve data integrity
Interaction Analytics & Customer Insights:
- Serve as the primary subject matter expert for the NiCE Interaction Analytics (Nexidia) and Quality Central platform, ensuring maximum value extraction from the technology investment through sophisticated query design, implementation, and quality assurance of transcriptions and categorizations
- Leverage interaction analytics to extract meaningful insights from customer interactions across all contact center channels, identifying customer sentiment and the behaviors contributing to or detracting from it, compliance issues, process improvement opportunities, and intent classification patterns
- Analyze customer interaction data and behavioral patterns to identify automation and self-service opportunities, creating unified customer journey analyses and translating findings into actionable, data-driven recommendations for process improvements, including opportunities to implement AI-powered solutions such as chatbots, virtual agents, or agentic AI capabilities
Strategic Analysis & Continuous Improvement:
- Produce ad hoc analysis and reporting to support new feature capability releases and early-stage monitoring, while analyzing trends and performance results to identify insights, root causes, and improvement opportunities across customer and employee experiences
- Lead regular analytics reviews with directors and managers to drive performance improvements, collaborating cross-functionally with Quality Assurance, Training, Operations, and Technology teams to target skill development based on interaction analytics insights and agent behavior analysis
- Support continuous improvement efforts by measuring outcomes of enhancements, providing data-backed recommendations to optimize processes, tools, and customer journeys, and leading project-based work as directed by management
Collaboration & Documentation:
- Translate business questions into data requirements, informing the PDM team of needed data elements, definitions, and reporting logic to support decision-making
- Partner with vendor customer success support, contact center leadership, operations teams, and technology stakeholders to align analytics initiatives with strategic objectives and develop metrics aligned with strategic business objectives
- Create and maintain comprehensive documentation for NiCE Interaction Analytics (Nexidia) and Quality Central platform usage, data quality processes, analytics standards, and policies and procedures for interaction analytics best practices and platform governance
- Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties, ensuring platform support and access procedures are consistently accurate and up to date
Key Skills:
- Advanced SQL and data manipulation – 5+ years experience writing complex queries, joining multiple datasets, creating aggregations, and validating outputs across large data environments (e.g., Snowflake, SQL Server, DB2)
- Data visualization and dashboard development – Proficiency with Power BI, Tableau, QuickSight, or similar platforms to create compelling visualizations and interactive dashboards for operational teams
- Microsoft Suite expertise – Advanced Excel skills (pivot tables, macros/VBA, complex formulas) and proficiency in PowerPoint and Word for professional deliverables
- AI and interaction analytics platform proficiency – Experience with NiCE Interaction Analytics (Nexidia) and Quality Central or similar platforms, including creating custom queries, leveraging Topic AI and natural language processing capabilities, and interpreting AI-generated results to drive business value
- AI analytics and emerging technology exposure – Understanding of AI/ML concepts including generative AI, sentiment analysis, intent classification, and predictive analytics; ability to evaluate AI-driven insights, validate AI model outputs, and support implementation of agentic AI solutions in contact center environments
- Critical thinking and analytical rigor – Ability to question assumptions, identify root causes, challenge data anomalies (including AI-generated outputs), and explore data beyond initial findings to uncover deeper insights
- Pattern recognition and insight generation – Skill in identifying trends, outliers, and correlations across large datasets, including unstructured data from customer interactions, while balancing data accuracy with timely delivery of actionable information
- Data quality assurance – Meticulous attention to detail in testing, reconciling, and validating data outputs to ensure accuracy, consistency, and reliability across traditional and AI-generated analytics
- Translating data into action – Ability to synthesize complex data into clear, compelling narratives and actionable recommendations for stakeholders at all levels, converting business questions into technical requirements for both traditional analytics and AI-driven solutions
- Cross-functional collaboration – Strong interpersonal and consultative skills to partner effectively with Product, Operations, Technology, and leadership teams, serving as a liaison between business and technical stakeholders on analytics and AI initiatives
- Self-directed execution in agile environments – Ability to work independently, manage multiple priorities and deadlines simultaneously, adapt quickly to changing business needs and emerging technologies with minimal supervision
- Strategic alignment and innovation mindset – Support a data-driven culture by aligning analytics work with enterprise goals, driving continuous improvement through data-informed recommendations, and identifying opportunities to leverage AI and automation to enhance customer and employee experiences
The Ideal Candidate for This Role:
Required:
- Bachelor's degree in business-related field, analytics, data science, or equivalent work experience
- 5+ years business experience with responsibilities in writing complex queries, joining multiple datasets, creating aggregations, validating and analyzing outputs across large data environments (e.g., Snowflake)
- 3+ years of experience in data analysis and reporting in contact center operations with customer service data
- Experience working with varied data sources (Snowflake, SQL Server, DB2, flat files, Excel) and integrating them into cohesive datasets for analysis
- Experience developing dashboards and reporting in tools (Power BI, Tableau, or similar) for operational teams
- Proven ability to test and validate datasets, ensure accuracy of metrics, calculations, and reporting outputs, including the ability to assess and validate AI-generated insights and model outputs
- Ability to interpret trends, identify root causes, and translate data into actionable insights—not just produce reports—with understanding of how AI and automation can enhance analytical capabilities
- Intermediate to Expert proficiency in Microsoft Suite (Excel, PowerPoint, Word)
- Translate business needs into clear technical requirements for data teams (e.g., PDM), including fields, logic, and calculations, and AI/analytics use cases
Preferred:
- NiCE Interaction Analytics (Nexidia) and Quality Central platform experience (highly preferred)
- Proficiency in creating custom queries and interpreting results from interaction analytics platforms, including AI-driven features such as sentiment analysis and intent classification
- Experience translating interaction analytics findings into process improvements and identifying opportunities for AI-driven automation
- Experience building, supporting, or analyzing speech recognition, natural language processing, or conversational AI solutions
- Experience in financial services or contact center environments and with customer experience analytics (IVR, chat, interaction analytics, servicing tools)
Experience creating and maintaining documentation for data quality processes, analytics standards, and platform governance procedures
Candidates must possess unrestricted work authorization and not require future sponsorship.
Compensation:
Compensation range (base pay): $81,662.00-$134,741.00
This role may have a specific starting pay within this range.
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Work Environment:
It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.
Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20261527
Equal Opportunity & Belonging:
FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.
Learn more here.
FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.
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FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
Application Deadline:
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
