{"id":1364321,"url":"https://alion.io/job/fnbo-sr-analyst-data-analysis-interaction-analytics","title":"Sr. Analyst, Data Analysis & Interaction Analytics","company":{"id":1791563,"name":"FNBO","domain":"fnbo.com","url":"https://alion.io/company/fnbo-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-29T05:45:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Omaha, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":81662,"max":134741,"currency":"USD","period":"year","gross":null,"usd_annual":134741},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false},{"name":"Db2","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"Python","optional":false},{"name":"SAP BusinessObjects","optional":false},{"name":"SAS","optional":false},{"name":"Sentiment Analysis","optional":false},{"name":"Snowflake","optional":false},{"name":"Speech Recognition","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"closed","first_seen_at":"2026-08-27T00:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-09-29T14:22:31Z","board_verified":false,"closed_at":"2026-09-29T14:22:31Z","days_open":33,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":33},"description":"At FNBO, our employees are the heart of our story-and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.\nSummary of the Job:\nThe Sr. Analyst, Data Analysis & Interaction Analytics serves as a subject matter expert responsible for extracting, manipulating, analyzing, and summarizing large datasets to provide business insight and intelligence across omnichannel contact center operations. This role combines sophisticated analytical expertise with contact center domain knowledge, utilizing SQL, Snowflake, and advanced analytics tools (Python, Power BI, QuickSight, Business Objects) alongside specialized interaction analytics platforms and emerging AI technologies.About This Role:\nA key component of this position is serving as the primary subject matter expert for FNBO's NiCE Interaction Analytics (Nexidia) and Quality Central platform, maximizing our investment in interaction analytics technology to deliver actionable insights that drive quantifiable improvements to customer experience and operational performance. You will transform customer interaction data into strategic recommendations while developing and maintaining comprehensive reporting systems that monitor business processes and platform performance across servicing tools and customer-facing technologies, with a focus on identifying opportunities to leverage AI, automation, and advanced analytics to enhance both customer and employee experiences.\nData Analysis & Reporting:\nDevelop and maintain ongoing performance reporting (daily, weekly, monthly) and extract, manipulate, and analyze large datasets from multiple sources (Snowflake, SQL Server, flat files, Excel) using SQL, SAS, or similar tools to generate meaningful business insights\nPartner with the Partnership Data (PDM) team to design, clearly define requirements, build, and enhance dashboards and accurate reporting solutions, utilizing Excel (pivot tables, macros/VBA) and BI tools to create compelling visualizations that communicate performance metrics to stakeholders at all levels\nValidate and reconcile data within Snowflake and reporting tools to ensure accuracy, consistency, and reliability of outputs, including validation of AI-generated insights and model outputs, while identifying data gaps and proactively working with partners to resolve discrepancies and improve data integrity\nInteraction Analytics & Customer Insights:\nServe as the primary subject matter expert for the NiCE Interaction Analytics (Nexidia) and Quality Central platform, ensuring maximum value extraction from the technology investment through sophisticated query design, implementation, and quality assurance of transcriptions and categorizations\nLeverage interaction analytics to extract meaningful insights from customer interactions across all contact center channels, identifying customer sentiment and the behaviors contributing to or detracting from it, compliance issues, process improvement opportunities, and intent classification patterns\nAnalyze customer interaction data and behavioral patterns to identify automation and self-service opportunities, creating unified customer journey analyses and translating findings into actionable, data-driven recommendations for process improvements, including opportunities to implement AI-powered solutions such as chatbots, virtual agents, or agentic AI capabilities\nStrategic Analysis & Continuous Improvement:\nProduce ad hoc analysis and reporting to support new feature capability releases and early-stage monitoring, while analyzing trends and performance results to identify insights, root causes, and improvement opportunities across customer and employee experiences\nLead regular analytics reviews with directors and managers to drive performance improvements, collaborating cross-functionally with Quality Assurance, Training, Operations, and Technology teams to target skill development based on interaction analytics insights and agent behavior analysis\nSupport continuous improvement efforts by measuring outcomes of enhancements, providing data-backed recommendations to optimize processes, tools, and customer journeys, and leading project-based work as directed by management\nCollaboration & Documentation:\nTranslate business questions into data requirements, informing the PDM team of needed data elements, definitions, and reporting logic to support decision-making\nPartner with vendor customer success support, contact center leadership, operations teams, and technology stakeholders to align analytics initiatives with strategic objectives and develop metrics aligned with strategic business objectives\nCreate and maintain comprehensive documentation for NiCE Interaction Analytics (Nexidia) and Quality Central platform usage, data quality processes, analytics standards, and policies and procedures for interaction analytics best practices and platform governance\nUnderstand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties, ensuring platform support and access procedures are consistently accurate and up to date\nKey Skills:\nAdvanced SQL and data manipulation - 5+ years experience writing complex queries, joining multiple datasets, creating aggregations, and validating outputs across large data environments (e.g., Snowflake, SQL Server, DB2)\nData visualization and dashboard development - Proficiency with Power BI, Tableau, QuickSight, or similar platforms to create compelling visualizations and interactive dashboards for operational teams\nMicrosoft Suite expertise - Advanced Excel skills (pivot tables, macros/VBA, complex formulas) and proficiency in PowerPoint and Word for professional deliverables\nAI and interaction analytics platform proficiency - Experience with NiCE Interaction Analytics (Nexidia) and Quality Central or similar platforms, including creating custom queries, leveraging Topic AI and natural language processing capabilities, and interpreting AI-generated results to drive business value\nAI analytics and emerging technology exposure - Understanding of AI/ML concepts including generative AI, sentiment analysis, intent classification, and predictive analytics; ability to evaluate AI-driven insights, validate AI model outputs, and support implementation of agentic AI solutions in contact center environments\nCritical thinking and analytical rigor - Ability to question assumptions, identify root causes, challenge data anomalies (including AI-generated outputs), and explore data beyond initial findings to uncover deeper insights\nPattern recognition and insight generation - Skill in identifying trends, outliers, and correlations across large datasets, including unstructured data from customer interactions, while balancing data accuracy with timely delivery of actionable information\nData quality assurance - Meticulous attention to detail in testing, reconciling, and validating data outputs to ensure accuracy, consistency, and reliability across traditional and AI-generated analytics\nTranslating data into action - Ability to synthesize complex data into clear, compelling narratives and actionable recommendations for stakeholders at all levels, converting business questions into technical requirements for both traditional analytics and AI-driven solutions\nCross-functional collaboration - Strong interpersonal and consultative skills to partner effectively with Product, Operations, Technology, and leadership teams, serving as a liaison between business and technical stakeholders on analytics and AI initiatives\nSelf-directed execution in agile environments - Ability to work independently, manage multiple priorities and deadlines simultaneously, adapt quickly to changing business needs and emerging technologies with minimal supervision\nStrategic alignment and innovation mindset - Support a data-driven culture by aligning analytics work with enterprise goals, driving continuous improvement through data-informed recommendations, and identifying opportunities to leverage AI and automation to enhance customer and employee experiences\nThe Ideal Candidate for This Role:\nRequired:\nBachelor's degree in business-related field, analytics, data science, or equivalent work experience\n5+ years business experience with responsibilities in writing complex queries, joining multiple datasets, creating aggregations, validating and analyzing outputs across large data environments (e.g., Snowflake)\n3+ years of experience in data analysis and reporting in contact center operations with customer service data\nExperience working with varied data sources (Snowflake, SQL Server, DB2, flat files, Excel) and integrating them into cohesive datasets for analysis\nExperience developing dashboards and reporting in tools (Power BI, Tableau, or similar) for operational teams\nProven ability to test and validate datasets, ensure accuracy of metrics, calculations, and reporting outputs, including the ability to assess and validate AI-generated insights and model outputs\nAbility to interpret trends, identify root causes, and translate data into actionable insights-not just produce reports-with understanding of how AI and automation can enhance analytical capabilities\nIntermediate to Expert proficiency in Microsoft Suite (Excel, PowerPoint, Word)\nTranslate business needs into clear technical requirements for data teams (e.g., PDM), including fields, logic, and calculations, and AI/analytics use cases\nPreferred:\nNiCE Interaction Analytics (Nexidia) and Quality Central platform experience (highly preferred)\nProficiency in creating custom queries and interpreting results from interaction analytics platforms, including AI-driven features such as sentiment analysis and intent classification\nExperience translating interaction analytics findings into process improvements and identifying opportunities for AI-driven automation\nExperience building, supporting, or analyzing speech recognition, natural language processing, or conversational AI solutions\nExperience in financial services or contact center environments and with customer experience analytics (IVR, chat, interaction analytics, servicing tools)\nExperience creating and maintaining documentation for data quality processes, analytics standards, and platform governance procedures\nCandidates must possess unrestricted work authorization and not require future sponsorship.Compensation:\nCompensation range (base pay): $81,662.00-$134,741.00This role may have a specific starting pay within this range.\nFinal compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.\nWork Environment:\nIt is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.Benefits Overview:\nWe offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:\nMedical, Dental, Vision Insurance\n\n401k, With Matching Contributions\n\nTime Off Programs\n\nHealth Savings Account (HSA)/Dependent Care\n\nEmployee Banking\n\nGrowth Opportunities\n\nTuition Assistance\n\nShort-Term/Long-Term Disability Insurance\n\nLearn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.\nFor additional information regarding compensation and benefits, e-mail FNBO at . To ensure you receive a response, include the number of this job (listed below) in the...","description_format":"text","description_chars":13183,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Growth opportunities","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Commercial & Retail Banks"],"lifecycle":[{"event":"open","at":"2026-09-28T01:28:22Z"},{"event":"close","at":"2026-09-29T14:22:31Z"}],"liveness":null,"pay":{"stated_usd_annual":134741,"is_top_pay":true},"html_url":"https://alion.io/job/fnbo-sr-analyst-data-analysis-interaction-analytics","json_url":"https://alion.io/job/fnbo-sr-analyst-data-analysis-interaction-analytics.json","meta":{"generated_at":"2026-09-30T01:19:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":852,"day_limit":5000,"remaining_today":4148,"minute_limit":60,"resets_at":"2026-10-01T00:00:00Z"}}}