Senior Analyst, Customer Experience Analytics

Role Summary/Purpose:

The Senior Analyst, Customer Experience Analytics role will be responsible for owning analyses that drive measurable improvements in operational performance and customer experience. This role will partner cross-functionally and work closely with analytic leadership to solve complex problems and enable better strategic decisions on customer engagement. The ability to handle multiple projects at once, thrive in a fast-paced environment, and effectively communicate to leadership are critical to success in this role.

Essential Responsibilities:

• Own end-to-end analytics delivery: Translate business questions into analytic approach, build/validate datasets from disparate sources, perform analysis, and deliver actionable recommendations.

• Lead root-cause investigations on operational performance shifts (e.g., increases in handle time, contact drivers, etc.).

• Influence adoption: Align stakeholders on actions, quantify expected impact, and track realized results post-implementation.

• Communicate insights effectively: Tailor messaging for senior leaders vs. working teams; present assumptions, limitations, and recommended next steps.

• Proactively identify, analyze, and solve business problems with a focus on understanding the root causes.

• Become a subject matter expert for data across multiple clients and warehouses.

• Provide clear timelines, manage multiple parallel requests, and maintain a transparent prioritization approach.

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's degree OR in lieu of a degree, a high school diploma and 3+ years of analytics experience in financial services, credit card and/or payments industries. Experience to include:

  • 2+ year of experience in an analytics role with a focus on digital engagement analytics preferred.

  • 1+ years of experience with statistical tools such as SAS, SQL, R, or/or Python

  • Comfortable analyzing large datasets in a warehouse environment.

  • Demonstrated ability to translate ambiguous business questions into structured analyses and recommendations.

  • Ability and flexibility to travel for business as required

OR

• Master’s Degree and:

  • At least 1 year of experience in an analytics role in financial services, credit card and/or payments industries.

  • 1+ years of experience with statistical tools such as SAS, SQL, R, or/or Python

  • Comfortable analyzing large datasets in a warehouse environment.

  • Demonstrated ability to translate ambiguous business questions into structured analyses and recommendations.

  • Ability and flexibility to travel for business as required

Preferred Qualifications:

• Bachelor's degree in STEM or related quantitative field

• Master’s Degree in STEM or related quantitative field

• Analytics role in financial services, credit card and/or payments industries is strongly preferred.

• SAS experience is preferred.

• Strong written and verbal communication skills; able to tailor messages to technical and non-technical audiences.

• Experience working with multiple source systems and enterprise data warehouses; comfortable navigating data lineage and definitions.

• Strong data storytelling and visualization skills; able to translate complex analyses into clear insights and recommended actions.

• Proven ability to influence and collaborate across cross-functional teams without direct authority.

• Working knowledge of common analytics approaches (e.g., trend/variance analysis, segmentation, KPI design, root-cause analysis, A/B testing).

• Strong organizational and project-management skills; able to manage multiple priorities independently and meet deadlines.

• Experience structuring and executing complex analyses.

• Comfortable operating in a fast-paced environment; able to deliver high-quality ad hoc analyses under tight timelines.

• Ability to synthesize diverse inputs into practical recommendations and clearly articulate findings to business partners and senior leaders.

• Proven understanding of the financial services / credit card / payments industry.

• Familiarity with Net Promoter Score (NPS) and customer sentiment analytics, including interpreting feedback trends and translating insights into operational improvements.

Grade/Level: 09

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