Job Description

As a Senior Business Insights Analyst, you will transform complex data into actionable insights that support critical business decisions and drive positive customer and business outcomes. A primary focus of this role will be assessing and quantifying customer remediation and restitution impacts associated with operational, regulatory, and business issues. In addition, you will support broader fee analysis, customer impact assessments, and strategic business initiatives through data-driven analysis and recommendations.

This role requires a high degree of intellectual curiosity, analytical rigor, and independent problem solving. The successful candidate will be expected to evaluate emerging issues, determine appropriate analytical methodologies, quantify customer and financial impacts, and provide actionable recommendations with limited direction. They must be able to navigate ambiguity, develop sound analytical frameworks, and communicate complex findings in a clear, concise, and compelling manner.

Success in this role requires the ability to move beyond reporting results to developing executive-ready narratives that help leaders understand complex issues, evaluate tradeoffs, assess risks, and make informed business decisions. The ideal candidate combines strong technical and analytical skills with exceptional storytelling abilities and a passion for translating data into meaningful business outcomes.

Primary Responsibilities

• Lead quantitative analyses to assess and size customer remediation, restitution, and business impacts related to operational, regulatory, and business issues.
• Independently assess emerging problems and develop analytical frameworks to quantify customer, financial, operational, and business impacts, often with limited precedent or direction.
• Apply critical thinking and business judgment to determine appropriate populations, assumptions, methodologies, and data sources needed to accurately size impacts and support decision-making.
• Partner with business leaders and cross-functional stakeholders to understand business challenges, evaluate risks, and develop analytical solutions that inform strategic decisions.
• Support fee-related analyses, customer impact assessments, and business initiatives by identifying trends, risks, and opportunities through data.
• Analyze large and complex datasets to identify actionable insights that improve business performance, customer outcomes, and operational effectiveness.
• Translate business questions into analytical approaches, requirements, and deliverables while collaborating with technology and development partners to implement solutions.
• Develop reporting, dashboards, and analyses that provide meaningful insights while balancing strategic and tactical business needs.
• Ensure data integrity, analytical accuracy, and methodological soundness through rigorous testing, validation, and quality assurance processes.
• Transform complex analyses into clear, concise, and compelling executive-ready narratives that explain what happened, why it matters, the magnitude of impact, associated risks, and recommended actions.
• Create and deliver presentations and communications tailored to executive audiences, simplifying complex concepts into easily consumable insights and recommendations.
• Proactively identify opportunities to improve analytical processes, business decisions, customer outcomes, and operational performance.
• Collaborate across business, risk, compliance, operations, technology, and analytics teams to ensure accurate and effective analysis and communication.
• Manage multiple priorities and projects simultaneously in a fast-paced environment while maintaining a high degree of quality and attention to detail.

Qualifications

• Bachelor's degree in Business, Finance, Economics, Statistics, Mathematics, Analytics, Computer Science, or a related field.
• 3+ years of professional experience in analytics, business insights, strategy, consulting, financial analysis, risk management, remediation, or a related analytical discipline.
• Demonstrated ability to independently define analytical approaches, solve ambiguous problems, and develop well-reasoned recommendations with limited guidance.
• Experience performing impact assessments, customer remediation evaluations, financial analyses, fee analyses, pricing analyses, or customer impact assessments preferred.
• Strong proficiency in SQL and experience with Python, SAS, R, or similar analytical tools.
• Experience with Tableau, Power BI, or other data visualization platforms.
• Proven ability to synthesize complex analyses into executive-level insights, recommendations, and business narratives.
• Strong problem-solving, critical-thinking, and analytical skills with the ability to connect data to business outcomes.
• Experience presenting findings and recommendations to senior leaders and cross-functional stakeholders.
• Ability to manage multiple projects and priorities in a dynamic, changing environment.
• Financial services experience preferred.
• Experience with regulatory remediation, operational issue analysis, consumer behavior, pricing, market research, or consulting is a plus.

Key Competencies

• Data Analytics & Insight Generation
• Executive Storytelling & Communication
• Independent Problem Solving
• Analytical Framework Development
• Business Judgment
• Strategic Thinking
• Customer Impact Analysis
• Regulatory & Remediation Analysis
• Critical Thinking
• Data Visualization
• Business Acumen
• Curiosity & Continuous Learning
• Cross-Functional Collaboration
• Influence Without Authority
• Project & Priority Management
• Adaptability & Agility
• Attention to Detail
• Results Orientation

What Success Looks Like

The successful candidate is able to hear about a business issue, independently determine how it should be analyzed, develop a methodology to quantify impacts, identify key risks and assumptions, and communicate findings through clear, executive-ready stories that drive informed business decisions. They are equally comfortable working in the data, navigating ambiguity, and presenting recommendations to senior leadership.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday
• Hybrid: 4 days per week on-site, 1 day remote
• Locations:
  • CT - New Haven
  • DE - Newark
  • IA - Coralville
  • MA - Boston; Medford
  • MD - West Bethesda
  • MI - Southfield
  • NJ - Marlton; Mount Laurel; Short Hills; Spring Lake Heights
  • NY - Albany; Syracuse; Tarrytown
  • OH - Cleveland; Mason; Toledo
  • PA - Harrisburg; Philadelphia; Pittsburgh
  • RI - Johnston; Providence; Riverside
  • TN - Franklin
  • TX - Irving
  • VA - Glen Allen

Pay Transparency

The salary range for this position is $106,000- $130,000 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

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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.

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Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.