Business Insights Analyst

Description

Business Insights Analyst - Retail Operations

This role centers on leveraging data to safeguard Citizens Bank and its customers. As a Business Insights Analyst, you will identify emerging risks, design and execute control testing programs, and collaborate across functional teams to ensure retail operations—including branches, contact centers, digital channels (such as Citizens Contact Center), and Private Client—are compliant, efficient, and customer-centric.

Your day begins with reviewing internal risk dashboards and monitoring regulatory developments to detect trends that may require new or enhanced testing. You’ll work with large, complex datasets to build statistically sound samples and test logic that meet regulatory standards. Throughout the day, you’ll partner with teams in Risk, Compliance, Legal, and Retail to align on priorities and share actionable insights. Your findings will be communicated through clear, visual reports that support strategic decision-making at the senior leadership level.

Location: Requires hybrid work schedule, 4 days on-site, 1 day remote in one of the follow Citizens hubs: Johnston, RI - Manchester, NH or Pittsburgh, PA

Primary responsibilities include

• Lead the design and execution of advanced control testing programs across multiple business lines, including Retail, Private Client, and Enterprise Risk.
• Develop and implement data-informed testing strategies using internal performance metrics, external risk trends, and regulatory developments.
• Construct statistically sound testing methodologies, including sample design, confidence level determination, and root cause analysis.
• Analyze large, complex data sets to identify risk patterns, control gaps, and cross-functional themes that impact customer experience and regulatory compliance.
• Present findings and strategic recommendations to senior leadership, using data visualization and storytelling to drive decision-making.
• Collaborate with Risk, Compliance, Legal, and Business Line partners to ensure testing programs are comprehensive, agile, and aligned with enterprise risk appetite.
• Serve as a subject matter expert on enterprise risk and control testing, contributing to initiatives such as complaint oversight and regulatory compliance testing.
• Utilize advanced analytics tools (e.g., SQL, Python, Tableau, Power BI) to extract, manipulate, and visualize data for testing and reporting purposes.
• Manage documentation and reporting processes, including Workiva/W-Desk, Verint and AWS templates and audit-ready test plans.
• Coordinate with Monitoring & Testing, Internal Audit, Compliance Assurance external examiners to ensure timely, accurate, and data-supported responses.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 5+ years of experience in risk management, control testing, compliance, or data analytics within a financial services environment
• Ability to work effectively in a dynamic, changing environment and to adapt while focusing on key goals and objectives
• Strong knowledge of regulatory frameworks (e.g., OCC, CFPB, FDIC) and operational risk management principles.
• Proven ability to design and execute data-driven testing strategies and translate findings into business outcomes.
• Proficiency in data analytics tools and platforms (e.g., SQL, Python, Tableau, Power BI).
• Exceptional communication skills with experience presenting to senior leadership and regulatory bodies.
• Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
• Proven proficiency with numbers and analytics, experience in analyzing large amounts of data, and an ability to translate that data into business insights
• Bachelor’s degree in Business, Finance, Risk Management, Data Analytics, or related field (Master’s preferred)

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday

Pay Transparency

The salary range for this position is $75,000-$90,000 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the 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 very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

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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.