Manager – Customer Engagement and Journey Analytics

Job ID: 2202106

Job Description:

Role Summary/Purpose:

The Manager, Customer Engagement and Journey Analytics will be part of Decision Management – SYF Growth in India Analytics Hub, rolling up to Synchrony India. The candidate will be responsible for leading offshore team and will play a key role in developing journey maps and providing analytical insights for strategic initiatives around customer journeys. The candidate role will partner with Customer Experience Strategy and Journey Design team to provide journey insights of customer behaviors and linkages to key performance indicators.

Essential Functions/Responsibilities:

• Lead and deliver all aspects of experience analytics projects and direct teams as needed
• Collaborate with other teams and processes as required
• Develop predictive strategies, statistical modeling and deliver on sentiment analysis
• Analyze all aspects of the operations experience, including but not limited to, customer experience, key contact drivers and servicing performance
• Identify, prioritize and communicate key insights that are actionable and measurable
• Work on multiple projects and initiative simultaneously, of varying complexity and length
• Present results and approach to key client stakeholders and senior leadership
• Proactively manage efforts to maintain stakeholder satisfaction, and quantify project benefits delivered
• Ensure all analysis supports appropriate Operations investment decisions and optimizes Operational expenses.
• Adhere to all analytic standards and support all Operational analytic strategies
• Develop and support Best-in-class analytic solutions/algorithms using various analytical tools like SAS, R, Python, etc

Qualifications/Requirements:

• Master’s Degree in Statistics, Mathematics, Operations Research, Econometrics or MBA or Engineering graduates.
• 4+ Years of working experience in Analytics domain with at least 3 years in team handling experience.
• 4+ years of experience in SAS or Python or R is mandatory.
• Strong written/oral communication skills.
• Good understanding of USA credit business market
• Proven ability to deliver Analytical solutions for Business problems.
• Proven skills in handling multiple projects simultaneously
• For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.
• Inform your Manager or HRM before applying for any role on Workday.
• Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)
• Must not be any corrective action plan (First Formal/Final Formal, PIP)
• Employees who have completed 18 months in organization and 12 months in current role and level are only eligible.
• Only Level 8 & 9 are eligible to apply

Desired Characteristics:

• Bachelor’s Degree in a quantitative discipline, such as statistics, mathematics, science, or engineering.
• Working experience in journey analytics tools such as clickfox, kitewheel
• Mentoring experience of entry-level analysts
• Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success
• Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience.
• Ability to present findings to all levels of management.
• Think strategically and ability to identify business opportunities.
• Demonstrated ability to manage complexity and multiple initiatives.
• Ability to perform ad-hoc analysis, glean and form business insights under aggressive timelines.
• Ability to synthesize/analyze diverse information, develop and recommend strategies.

Grade/Level: 09

Job Family Group:

Marketing

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Technology, Analytics, Fraud Support, Production Services, Account Management, Customer Service, Operations, Process Surveillance, Quality Management, Testing, Human Resources, Finance, Sourcing.
“We value each individual and are committed towards making a change to society. The level of integrity is highest here and i am proud to be part of this organization.”