fergusoncg
Individual Busines Sr. VOC Analyst of Customer Experience
Member Since: 2014/11/08
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Individual Busines Sr. VOC Analyst of Customer Experience
Top 10 Retirement Services Provider
August 2014 – Present
Charlotte, NC
As the Senior VOC Analyst for the Customer Experience team focusing on Individual Business lines for TIAA-CREF, I play a key role in driving initiatives that complement the customer experience team objectives. I interpret customer insights, production issues, process analysis, business analysis, and process improvement capabilities from VOC surveys, Call Center data and other forms of feedback.
My role provides insight to business leaders through analyses involving multiple data sources, including actionable recommendations, forecasting and reporting that inform and improve the effectiveness of the planning and execution of our customer experience projects and overall strategy with the ultimate goal of improving the customer experience.
• Transform raw data into meaningful action plans.
• Working knowledge of the latest big data technologies as well as digital survey analytics tools such as OpinionLab.
• Understanding of a broad range of business processes and related systems in order to effectively work with several areas of the bank and brokerage
My role provides insight to business leaders through analyses involving multiple data sources, including actionable recommendations, forecasting and reporting that inform and improve the effectiveness of the planning and execution of our customer experience projects and overall strategy with the ultimate goal of improving the customer experience.
• Transform raw data into meaningful action plans.
• Working knowledge of the latest big data technologies as well as digital survey analytics tools such as OpinionLab.
• Understanding of a broad range of business processes and related systems in order to effectively work with several areas of the bank and brokerage
IT Technical Business Analyst
Top 10 Retirement Services Provider
April 2013 – July 2014
Charlotte, NC
Client was a Fortune Top 10 retirement services provider:
• Responsible for planning, conducting, and directing the analysis of complex business issues applying a broad knowledge of various business processes and functions and technical expertise to accurately anticipate organizational impacts.
• Drove business requirements gathering and scope definition through multiple processes including joint collaboration sessions with business and IT, targeted Q&A sessions with Subject Matter Experts and one-on-one user interviews to provide solutions that meet business and user needs.
• Translated high-level business requirements into functional specifications managing changes to specifications and improvements that are deployed into Production.
• Served as liaison with Quality Management to insure testing and integration plans meet requirement objectives. Spearheaded meetings with QA teams to build test cases, developers to track defects and business stakeholders to ensure overall project goals are met.
• Managed Defect Tracking with multiple testing teams (including Vendors) through status calls and updating Quality Center and/or spreadsheets with resolutions.
• Responsible for planning, conducting, and directing the analysis of complex business issues applying a broad knowledge of various business processes and functions and technical expertise to accurately anticipate organizational impacts.
• Drove business requirements gathering and scope definition through multiple processes including joint collaboration sessions with business and IT, targeted Q&A sessions with Subject Matter Experts and one-on-one user interviews to provide solutions that meet business and user needs.
• Translated high-level business requirements into functional specifications managing changes to specifications and improvements that are deployed into Production.
• Served as liaison with Quality Management to insure testing and integration plans meet requirement objectives. Spearheaded meetings with QA teams to build test cases, developers to track defects and business stakeholders to ensure overall project goals are met.
• Managed Defect Tracking with multiple testing teams (including Vendors) through status calls and updating Quality Center and/or spreadsheets with resolutions.
Strategic Retail Banking Consultant & Project Manager
Uwharrie Capital Corporation
November 2012 – March 2013
Albemarle, NC
Regional Multibank Holding Company:
• Developed a current state assessment of the company’s strategic marketing landscape and provided strategic recommendations from a digital marketing perspective for its upcoming enterprise-wide consolidation of three financial services subsidiaries.
• Elicited feedback via interviews and surveys from the Board of Directors, executive management of the three subsidiaries, customer focus groups and front-line employees to prioritize marketing technology initiatives and establish benchmarks for future state strategies.
• Delivered a comprehensive digital marketing strategy and analysis plan focused on improving and most importantly maintaining the overall customer experience that the bank had established across its multiple brands.
• Provided a digital marketing strategy to help drive new mortgage applications and new mortgage refinance plan applications.
• Served as team lead in the vendor selection process for an Enterprise Email Marketing Service Provider by defining business requirements through cost-benefit analysis, budget analysis and stakeholder analysis.
• Developed a current state assessment of the company’s strategic marketing landscape and provided strategic recommendations from a digital marketing perspective for its upcoming enterprise-wide consolidation of three financial services subsidiaries.
• Elicited feedback via interviews and surveys from the Board of Directors, executive management of the three subsidiaries, customer focus groups and front-line employees to prioritize marketing technology initiatives and establish benchmarks for future state strategies.
• Delivered a comprehensive digital marketing strategy and analysis plan focused on improving and most importantly maintaining the overall customer experience that the bank had established across its multiple brands.
• Provided a digital marketing strategy to help drive new mortgage applications and new mortgage refinance plan applications.
• Served as team lead in the vendor selection process for an Enterprise Email Marketing Service Provider by defining business requirements through cost-benefit analysis, budget analysis and stakeholder analysis.
Technical Digital Marketing Consultant & Business Analyst
Wells Fargo
January 2012 – November 2012
Charlotte, NC
Top 4 US Bank:
• Responsible for the digital marketing database environment by providing analytical thought leadership focused on providing actionable business insights and identifying opportunities for improvement on the overall customer experience across multiple channels.
• Executed and delivered analysis plans to multiple lines of businesses within the Bank including Education Savings, Credit Cards, Wealth Management and Digital Analytics.
• Deliverables included analysis and reports that provided actionable insights for improving marketing effectiveness, planning and execution of initiatives focused on the multi-channel customer experience.
• Served as the digital analytics lead responsible for the development of KPIs and establishment of baseline metrics required to ensure successful measurement and tracking for the product launch of the bank’s Enhanced Branch Locator and Internal Search Tool.
• Responsible for the digital marketing database environment by providing analytical thought leadership focused on providing actionable business insights and identifying opportunities for improvement on the overall customer experience across multiple channels.
• Executed and delivered analysis plans to multiple lines of businesses within the Bank including Education Savings, Credit Cards, Wealth Management and Digital Analytics.
• Deliverables included analysis and reports that provided actionable insights for improving marketing effectiveness, planning and execution of initiatives focused on the multi-channel customer experience.
• Served as the digital analytics lead responsible for the development of KPIs and establishment of baseline metrics required to ensure successful measurement and tracking for the product launch of the bank’s Enhanced Branch Locator and Internal Search Tool.
Director of Digital Marketing & Online Sales
DealerLink Inc.
October 2007 – December 2011
Charlotte, NC
Leading Automotive Financial Services Firm:
• Responsible for the overall direction, coordination, execution and optimization of company’s digital marketing campaigns across multiple ad networks, geographies and target markets.
• Developed and implemented analytics strategies and processes to measure business performance, identify cost-saving opportunities ultimately helping establish a culture of analytics-based decision-making.
• Responsible for the overall direction, coordination, execution and optimization of company’s digital marketing campaigns across multiple ad networks, geographies and target markets.
• Developed and implemented analytics strategies and processes to measure business performance, identify cost-saving opportunities ultimately helping establish a culture of analytics-based decision-making.
Education
Wake Forest University
Bachelors of Arts
Business & Art History
1997 – 2001
Full Biography
Senior Management Consultant with a deep acumen for the digital space, business analysis, requirements management, performance testing, client relationship management and omni-channel data analysis. Robert has proven experience working with technical and business stakeholders, eliciting business requirements, translating solutions and identifying actionable insights using data and analysis. He is a solutions-oriented, trusted team member who can streamline processes, improve overall efficiency and quickly learn and work with a broad range of technologies as a result of his deep understanding through past experience of the importance of the omni-channel customer experience in the Financial Services industry.
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Languages
Spanish
Limited Working Proficiency
Level Progress
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