Retention Analyst

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Retention Analyst – Payments Department 

Location: Irving, TX 
Department: Payments 
Reports to: Mayra Smith 

About the Role 

We are seeking a detail-oriented and data-driven Retention Analyst to join our Payments department. This role plays a key part in improving customer satisfaction, reducing churn, and strengthening long-term relationships by analyzing trends, identifying risks, and implementing strategies to keep customers engaged. The Retention Analyst will work cross-functionally with Operations, Product, and Customer Success teams to ensure our payment processes support excellent customer experience. 

Key Responsibilities 

• Monitor and analyze customer account activity, payment behaviors, and churn patterns to identify at-risk clients. 

• Develop, track, and report on key retention metrics (e.g., churn, lifetime value, engagement rates, payment-related issues). 

• Partner with Customer Success, Support, and Product teams to address root causes of churn and recommend proactive solutions. 

• Conduct deep-dive analyses to identify opportunities for improving payment processes that impact retention. 

• Create and present dashboards, reports, and insights to leadership on customer retention trends and risks. 

• Support retention initiatives such as targeted outreach campaigns, product enhancements, and process improvements. 

• Provide actionable insights to reduce involuntary churn caused by failed payments, declined transactions, or billing errors. 

• Collaborate with the Payments team to ensure frictionless payment experiences for customers. 

Qualifications 

• 2+ years of experience in customer retention, payments, analytics, or related role. 

• Knowledge of payment processing, billing systems, or fintech a plus. 

• Excellent communication and presentation skills; ability to explain data-driven insights to both technical and n