Senior Analyst – Customer Engagement and Journey Analytics (L 08)

Job ID: 2202107

Job Description:

Role Summary/Purpose:

Senior Analyst, 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 data integration and analysis including developing journey maps and providing analytical insights for strategic initiatives around customer journeys. The candidate will report up to Manager, Customer Engagement and Journey Analytics and 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 as needed
• Collaborate with other teams and processes as required
• Conduct descriptive analytics including sentiment analysis and statistical techniques
• Develop predictive strategies and statistical modeling based on business requirements & objectives
• 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
• Present results and approach to key stakeholders and partners in the US
• 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:

• Bachelor’s Degree in Statistics, Mathematics, Operations Research, Econometrics or MBA or Engineering graduates
• Minimum 2+ Years of working experience in Analytics domain with experience of 1+ years in SAS or Python or R which is mandatory
• Strong written/oral communication skills
• Relevant working experience in the financial, banking or credit card industry
• Proven ability to deliver Analytical solutions for Business problems
• 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 are eligible to apply

Desired Characteristics:

• Master’s Degree in a quantitative discipline, such as statistics or mathematics
• Working experience in journey analytics tools such as clickfox, kitewheel
• Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success
• Understanding of US card industry financial P&L drivers and key sensitivities, with business performance reporting experience.
• Ability to present findings to all levels of management.
• Demonstrated ability to manage complexity and multiple initiatives.
• Ability to perform ad-hoc analysis, glean and form business insights for urgent and critical requests
• Ability to synthesize/analyze diverse information, develop and recommend strategies.

Grade/Level: 08

Job Family Group:

Marketing

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