Customer Care Solutions Analyst
Role Overview
The position analyzes business needs, identifies opportunities for improvement, develops solutions, and coordinates cross-functional resources to move initiatives from concept through implementation. It provides change management and implementation leadership, ensuring new processes, capabilities, and technologies are successfully adopted and deliver measurable business outcomes. The position maintains key departmental reports and performs ad hoc analysis to monitor performance, uncover trends and opportunities, and inform business decisions.
Full Job Posting
Summary
The position analyzes business needs, identifies opportunities for improvement, develops solutions, and coordinates cross-functional resources to move initiatives from concept through implementation. It provides change management and implementation leadership, ensuring new processes, capabilities, and technologies are successfully adopted and deliver measurable business outcomes. The position maintains key departmental reports and performs ad hoc analysis to monitor performance, uncover trends and opportunities, and inform business decisions.
Duties & Responsibilities
- Analyze business needs and operational processes to identify gaps, inefficiencies, risks, and opportunities to improve performance and customer experience.
- Develop and recommend business solutions that improve processes, capabilities, technology utilization, operational efficiency, and service delivery.
- Lead strategic and operational initiatives from concept through implementation, developing project plans, defining requirements, establishing milestones, and monitoring progress toward desired outcomes.
- Coordinate cross-functional resources and stakeholders to establish priorities, clarify responsibilities, resolve barriers, and ensure successful execution of departmental initiatives.
- Provide change management and implementation leadership for new processes, technologies, and capabilities, including communication, readiness, training coordination, and adoption support.
- Measure and evaluate initiative outcomes by establishing success criteria, monitoring key performance indicators, and assessing whether implemented solutions achieve expected business results.
- Maintain departmental reports, dashboards, and performance measures to provide accurate and timely visibility into operational performance, trends, and business outcomes.
- Conduct ad hoc analysis and develop actionable insights to identify trends, investigate performance variances, evaluate business opportunities, and support data-driven decision-making.
- Promote continuous improvement and operational excellence by identifying emerging needs, recommending enhancements, documenting processes, and partnering with leaders to implement sustainable improvements.
- It is the responsibility of this role to take ownership of all tasks and challenges that they encounter in the operation of their assigned position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications
- Education Requirements
- Bachelor’s Degree
- Minimum Experience
- 1-3 years of experience in business analysis or equivalent experience
Knowledge, Skills, & Abilities
- Strong knowledge of business analysis, process improvement, project management, and change management principles with the ability to translate business needs into effective solutions.
- Strong analytical and problem-solving skills, including the ability to interpret performance data, identify trends, conduct ad hoc analysis, and develop actionable business insights.
- Excellent project coordination, communication, and stakeholder management skills, with the ability to lead cross-functional initiatives and influence outcomes across multiple levels of the organization.
- Proficiency in reporting, data visualization, and business technology tools, with the ability to develop and maintain reports, monitor key performance indicators, and measure the effectiveness of implemented solutions.
Physical Demands and Work Environment
Physical Demands
Ability to communicate in person, on the phone, and through electronic channels
Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor
Ability to sit, walk, and/or stand for extended periods of time
Ability to bend and reach
Work Environment
Office: If the position reports to a physical Company location, the setting will be a typical office environment.
Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable). Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.
This is a remote opportunity, but you must reside in VA, NC, SC, GA, FL, AL, TX, or CO.
Salary Ranges:
Equal Opportunity Employer, including disabled/veterans.
About SouthState Bank
Regional financial institution providing banking and wealth management services.
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