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MUFG Union Bank Customer Experience Research Manager, Vice President in Brea, California


Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018) with total assets of over $2.9 trillion (106.2 (JPY) as of March 30, 2018) and 150,000 colleagues in more than 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most-trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.

Job Summary:

As a Research Specialist on the Customer Experience (CE) team, you will be responsible for tracking internal and competitive benchmark survey results, completing in-depth analysis, and identifying root cause of customer issues, which will be used to make recommendations on training opportunities, process improvements, and/or technology enhancements. You will use your strong analytical and research skills to serve as an internal voice of the customer in assisting with guiding action plans and service delivery strategy. We share the goal of crafting a data driven culture within our business. You will help answer the 'why' and 'so what' type of questions that emerge from Union Bank’s survey data, social media mentions and behavioral/operational data.

This is an individual contributor role that requires exceptional analytical skills, bias toward action, strong collaboration and communication skills and a deep understanding of customer experience.

Major Responsibilities:

  • Analyze research findings and derives actionable insights for presentation to internal stakeholders or formally as part of client deliverables.

  • Contextualizes findings and insights within the context of clients' specific business objectives

  • Queries and aggregates data from multiple sources to compile data sets for analysis and reporting.

  • Ensures quality and timeliness of deliverables that meet expectations while balancing business needs with the appropriate level of analytical rigor.

  • Uses principles of data visualization and storytelling to build compelling presentations of research data and insights.

  • Support the building of analytical capabilities and solutions that enable analytics to support the strategic goals of the company.

  • Develop and maintain Key Performance Indicators and potential enhancements

  • Support various ad hoc customer reporting requests


  • Customer Focus - Dedicated to meeting and exceeding expectations to customers, establishes and maintains effective relationships with customers.

  • Peer Relationships - Finds common ground/solves problems for the good of all, solves problems with peers, is a great teammate, collaborates and supports peers.

  • Priority Setting - Spend your time and the time of others on what's important; quickly zeroes in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

  • Drives for Results - Can exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

  • Time Management - Use your time effectively and efficiently; concentrates his/her efforts on the more important priorities.



  • Do you have a Bachelor's degree in Economics, Applied Mathematics, Statistics, Computer Science, Data Analytics or related field?

  • Master’s degree highly desired, but not required.

  • 5 years' work experience in a data-centric role

  • 5 years of experience in customer analytics working with survey and customer experience data

  • Proficient SQL skills with excellent hands-on exposure to database structures & principles

  • SAS experience preferred

  • 2 years’ experience working with data visualization tools such as Tableau.

  • Strong problem solving and collaboration skills

  • Above average to excellent proficiency in Microsoft Excel, PowerPoint, Word as well as other common office apps.

  • Excellent Presentation skills

  • Effective time management skills.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Customer Service

Primary Location: CALIFORNIA-Brea

Schedule Full Time

Shift Day

Req ID: 10028679-WD