The Customer Insights & Analytics Analyst is a management track-level position within MidFirst Bank where you will support evaluations and enhancements to the traditional and digital bank customer experience. The position is responsible for helping ensure team members deliver on MidFirst’s commitment to provide extraordinary service and exceed our customer’s expectations across touch points. In this role, you will have the opportunity to work with senior management and make a positive impact in the Company by pursuing your creative ideas, managing them to resolution, and building valuable relationships and influence.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Supports Voice of the Customer initiative, working to uncover and assess customer experience enhancement opportunities
- Evaluates and analyzes customer feedback to understand trends and opportunities identified in customer surveys, online reviews, issues, complaints and other relevant customer data
- Supports management and engagement with third-party customer experience survey providers
- Maintains customer experience reporting and analysis initiatives, including complaint and quality control evaluations
- Creates and manages detailed project plans to ensure the successful implementation of initiatives
- Oversees the implementation of solutions such as process re-designs, advancements in technology, new or enhanced internal controls or other improvements to the business operation
- Coordination of training and instruction to impacted personnel when processes are modified
- Effective communication and presentation to various levels of management and staff within the organization
- Management of multiple projects to completion to the satisfaction of business operations
- Participation in management training and development
The position is on-site at our corporate campus in Oklahoma City, with no opportunity for remote/hybrid schedules.
JOB SPECIFICATIONS
- Bachelor’s degree in Finance, Mathematics, Economics, Management, Organizational Leadership, Supply Chain Management, Entrepreneurship, Industrial Engineering, Computer Science or MIS with a minimum GPA of 3.0 or 3-5 years of commensurate experience in lieu of specific degree required
- Knowledge of Business Intelligence (“BI”), reporting concepts and analysis techniques
- Knowledge of general principles of data warehouse environment and enterprise BI tools regardless of platform
- The ability to build strong cross-functional partnerships
- Strong problem-solving, analytical reasoning and critical-thinking abilities
- Exceptional attention to detail, and time management
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Skills Required
- Bachelor's degree in Finance, Mathematics, Economics, Management, Organizational Leadership, Supply Chain Management, Entrepreneurship, Industrial Engineering, Computer Science or MIS (or 3-5 years commensurate experience)
- Knowledge of Business Intelligence (BI) concepts and reporting
- Knowledge of data warehouse environments and enterprise BI tools
- Experience evaluating and analyzing customer feedback (surveys, online reviews, complaints)
- Ability to manage projects and create detailed project plans
- Strong problem-solving, analytical reasoning, and critical-thinking abilities
- Exceptional attention to detail and time management
- Ability to build strong cross-functional partnerships and communicate effectively with management and staff
- On-site work at corporate campus in Oklahoma City (no remote/hybrid)
MidFirst Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MidFirst Bank and has not been reviewed or approved by MidFirst Bank.
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Healthcare Strength — Health, dental, and vision coverage are available to eligible full‑time and part‑time employees, with company‑paid long‑term disability and an EAP included. Medical plans through Blue Cross Blue Shield and wellness incentives that can lower premiums are highlighted.
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Retirement Support — A company 401(k) match with a clear formula and a defined vesting schedule provides meaningful retirement support. Eligibility and enrollment timing are specified, reinforcing predictable access to the plan.
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Leave & Time Off Breadth — Paid vacation, paid sick leave, and paid holidays are emphasized, with a paid community service day also referenced. Time‑off offerings are portrayed as generous across materials.
MidFirst Bank Insights
What We Do
MidFirst Bank occupies a rare position within the banking industry. With $41.2 billion in assets, MidFirst Bank is the largest privately owned bank in the country. This combination of size and private ownership provides our customers with a special brand of banking. MidFirst Bank offers a full range of personal, commercial, trust, private banking and mortgage banking products and services. MidFirst is a strong commercial real estate lender and a major servicer of mortgage loans nationally. As a private business ourselves, we understand the unique needs of each business community we serve at each of our locations in Arizona (Phoenix), California (Los Angeles, Orange County, Santa Barbara, San Diego), Colorado (Boulder, Denver, Edwards, Fort Collins), Nevada (Las Vegas), Oklahoma (Oklahoma City, Tulsa, Western Oklahoma), Texas (Dallas, Houston, San Antonio) and Utah (Salt Lake City). Additionally, MidFirst Bank has commercial lending offices in Atlanta, Chicago, Nashville, New York City, Orlando, Raleigh and Southern California. We serve Southern California through 1st Century Bank, a division of MidFirst Bank. We also operate MidFirst Business Credit as a subsidiary of MidFirst Bank. MidFirst Bank provides services that compete with larger banks, while the people and culture truly define the MidFirst Bank difference. MidFirst provides exceptional financial and deeply committed customer service. Team members are loyal in their character, loyal in their personal commitment to customers, and loyal to always doing the right thing. MidFirst customers can always count on working with thoughtful, intelligent, honest professionals who are true to their financial goals. MidFirst Bank is a strong supporter of the communities they serve, investing time and money in important educational, charitable and civic organizations. Copyright © 2025 MidFirst Bank. All rights reserved. Member FDIC. Equal Housing Lender.
