AVP, Operations Analytics

Job Description:

Role Summary/Purpose:

The AVP, Operations Analytics role is responsible for assessing project benefits and identifying opportunities to improve the customer contact experience and enhancing operational performance. This role will analyze and assess operational performance of self-service channels and identify opportunities to improve self-service engagement and containment. This individual will also focus on simplifying, enhancing, and enabling the customer journey to digital. This role is responsible for providing technical direction, influencing key stakeholders and senior leaders. The ideal candidate will also remain abreast of industry standards as it relates to digital technologies and solutions. The individual will partner with EO and Digital COE to ensure Digital Servicing is at the forefront in terms of data, reporting, and analytics.

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Partner with key stakeholders to deliver meaningful insights related to digital performance and prioritize work
• Work closely with broader ECE to identify specific digital journey pain points
• Lead efforts to ensure inclusion of digital data into the EDL
• Responsible for identifying opportunities to improve E-registration rates and to better engage E-registered users, particularly through digital channels like IVA, mService, and eService
• Utilize contact and digital data reside in EDL and be a bridge between the team and IS/OTC
• Link/derive effort based on cross platform crossover (i.e., mService to eService, to IVA, to Live chat, to IVR, to Phone Agent)
• Develop and build data synergies and insights between Voice, Digital, and IVA as well as other contact channels
• Create project estimates and plans
• Partner with Digital Analytics teams in relevant project meetings and solution discussions
• Ensure data quality and adherence to Analytics requirements
• Communicate the status of initiatives and projects to key stakeholders
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's degree, OR in lieu of a degree, high school diploma and 9+ years of progressive experience in analytics supporting marketing, customer experience or call center operations

• A minimum of 5+ years progressive work experience in a marketing analytics, customer behavior analytics, customer experience analytics, and/or call center analytics role to include:

  • 3+ years of professional experience using SQL and python to analyze large datasets (SAS experience also highly desired)
  • 3+ years of professional experience utilizing statistical techniques such as segmentation, ML modeling, etc
  • 2+ years of experience presenting and explaining data and analytics to non-technical professionals

Desired Characteristics:

• Bachelor’s degree in a quantitative discipline, such as statistics, mathematics, science, or engineering.
• Strong experience working with SAS in a professional environment
• Strong knowledge of Microsoft Excel, PowerPoint, and Word
• Mentoring or management experience of analysts
• 2+ years of analytics experience within financial services or call center
• Strong project management, communications, multi-tasking, ability to work independently, and relationship management skills
• 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
• Experience in thinking 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: 11

The salary range for this position is 110,000.00 - 185,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro