City National Bank ยท 2 months ago
Client Experience & Insights Senior Analyst
Los Angeles, CA
Full-time
Onsite
Senior Level
$101K/yr - $172K/yr
6+ years expCity National Bank is a subsidiary of Royal Bank of Canada, focused on fostering client relationships and community engagement. The Senior CX & Insights Analyst role involves establishing a data-driven understanding of client perspectives on the bank's products and services, creating and implementing CX research programs, and leveraging insights to inform decision-making and enhance business results.
BankingFinanceFinancial Services
Responsibilities
Define holistic CX measurement programs
Define CX performance metrics for specific service and digital experiences
Generate and "QA" insights using survey analytics tools, and package insights into impactful presentations
Create presentations for and present to a variety of senior stakeholders across the organization
Assess new data sources for service & digital insights
Develop Qualtrics dashboards to enable real-time insights during and after a survey is in-progress
Analyze survey results, including quantitative and qualitative/text analysis via software such as Qualtrics, Excel, SPSS, Q, or SAS
In partnership with vendor partners, analyze service interaction data, such as unstructured voice and text analytics in the call center via software such as Qualtrics, Tethr, or NICE Analytics
Serve as a chief administrative contact for critical team functions, including vendor management, contract/SOW management, and compliance reviews
Consult on/manage quantitative and qualitative research initiatives conducted by 3rd party research partners and/or in-house
All other appropriate duties as required
Qualification
Required
Bachelor's Degree or equivalent
Minimum 6 years of experience in a CX, market/customer research, or data analysis-related role
Minimum 6 years of experience with Microsoft Office
Minimum 2 years of experience with CX/survey-related platforms (especially Qualtrics)
Benefits
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Company
City National Bank
City National Bank offers a full complement of banking, trust and investment services. It is a sub-organization of City National.
1001-5000 employees
H1B Sponsorship
City National Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (76)
2024 (78)
2023 (145)
2022 (93)
2021 (107)
2020 (62)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Howard Hammond
CEO City National Bank
Fiyaz Khan
Senior Vice President, Structured Products
Recent News
UPSTATE BUSINESS JOURNAL
2025-12-18
Venture Capital Firms
2025-11-08
Company data provided by crunchbase