Business Insights Analyst- End-to-End Servicing

Description

The Business Insights Analyst will support the End-to-End Servicing Journey Reimagination initiative by providing targeted analysis, insight generation, and operational reporting needed to inform design, delivery, and go‑live decisions. This role will report into the business organization, with day‑to‑day analytical direction from Enterprise Data and Analytics. The role is execution‑focused and will work closely with Business Intelligence (BI), operations, and initiative teams to translate servicing requirements into actionable metrics, analyses, and decision support.

This position is well‑suited for an analytically strong individual who can operate in a delivery environment-balancing structured analysis with evolving requirements and partnering closely with business and data teams to ensure insights are decision‑relevant and operationally grounded.

Key Responsibilities

Workstream Analytics & Decision Support

• Perform analyses to support End‑to‑End Servicing design and delivery, including readiness and go‑live decisioning (e.g., analysis of QC results, defect trends, and operational performance indicators).
• Translate workstream requirements into clear analytical questions and develop analyses to address them using available data sources.
• Synthesize findings into concise, decision‑oriented insights for business, product, and delivery leadership.

Operational Metrics & Reporting

• Partner with business stakeholders and BI teams to define, refine, and operationalize servicing metrics aligned to workstream objectives.
• Support development and validation of recurring and ad‑hoc reporting to track performance, risk, and outcomes across servicing journeys.
• Ensure metric definitions, assumptions, and limitations are clearly documented and consistently applied.

Data Quality & Validation

• Conduct data quality checks and validation to ensure accuracy and reliability of analyses and reports.
• Identify data limitations, biases, or gaps and clearly communicate implications for interpretation and decision‑making.
• Support issue triage by analyzing root causes and patterns within operational and QC data.

Cross‑Functional Coordination

• Act as an analytical liaison between the End‑to‑End Servicing workstream, business partners, and BI teams.
• Coordinate inputs, timelines, and deliverables across stakeholders to support workstream milestones.
• Build strong working relationships with business, operations, technology, and data partners.

Qualifications

• 2-4 years of professional experience in an analytical, business insights, or business analysis role.
• Strong problem‑solving skills with the ability to operate independently on well‑defined analytical tasks.
• Proficiency with data analysis tools (e.g., Python, SQL, Excel), with Python experience strongly preferred; experience working with BI is a plus.
• Strong analytical thinking with the ability to uncover insights from data and articulate a clear, evidence‑based story and implications for decision‑making.
• Bachelor's degree in business, analytics, economics, finance, or a related quantitative field.

Additional Characteristics

• Comfortable working in a dynamic delivery environment with evolving priorities.
• Detail‑oriented with a strong commitment to analytical rigor and data integrity.
• Collaborative, pragmatic, and focused on enabling progress and decision‑making rather than theoretical analysis.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday
• Hybrid: 4 days per week on-site

Pay Transparency

The salary range for this position is $80,000 - $106,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.