Business Analytics Sr Analyst , AVP

About the Role:

We are seeking a highly motivated and results-oriented Business Analytics Senior Analyst to join our CX Analytics team. This role offers an exciting opportunity to contribute to high-impact initiatives such as Project Elevate, a strategic program designed to drive engagement, mitigate attrition, and generate significant financial returns on our premium cardholders. This role demands a blend of analytical prowess, business acumen, and collaborative spirit to effectively partner with cross-functional teams and deliver data-driven insights that shape key business decisions.

Background:

The CX Analytics team is dedicated to understanding our customers and optimizing their experiences. We leverage advanced analytics to uncover actionable insights that drive improvements across all customer touchpoints. We work in close partnership with all the lines of business, the Customer Experience team, Technology, Operations, and various Risk and Control functions.
 

Responsibilities:

• Refine target customer segmentation: Analyze customer data to define and refine the target population for enhanced experiences across various Branded Cards products, focusing on high-value customers within specific portfolios (e.g., American Airlines Executive and top spenders in non-elite portfolios).

• Design and implement test strategies: Develop robust testing methodologies to measure the impact of enhanced experiences on customer engagement and other key metrics.

• Develop business cases: Build compelling business cases that incorporate projected revenue growth and incremental expense considerations associated with enhanced service offerings.

• Identify key drivers of engagement: Conduct in-depth analysis to uncover the primary factors influencing engagement (both positive and negative) for each of the customer segments.

• Collaborate on differentiated experience design: Partner with Customer Service, Customer Experience, Fraud, Risk, and Technology teams to design and implement differentiated experiences tailored to customer needs.

• Track and analyze test performance: Monitor and analyze the results of A/B and other tests, comparing actual lift to estimated lift, and recommend refinements to optimize the effectiveness of enhanced experiences.

• Support expansion of the premium servicing model: Contribute to the expansion of the successful premium servicing model to other lines of business.

• Collaborate with cross-functional stakeholders: Partner effectively with business and functional teams to understand their analytical needs, gather requirements, and translate them into actionable insights.

• Support offshore technical execution teams: Provide guidance and support to offshore teams responsible for data processing, reporting, and other technical tasks.

• Develop and maintain reporting and dashboards: Create and maintain reports and dashboards to track key performance indicators and provide ongoing visibility into the performance of Project Elevate.

• Communicate findings and recommendations: Present analytical findings and recommendations to various audiences, using clear and concise language and compelling visualizations.
   

Qualifications:

• 5-8 years of experience

• 3+ years of experience in business analytics, preferably within a customer experience, marketing analytics, or financial services environment.

• Strong analytical and problem-solving skills with the ability to translate business problems into analytical solutions.

• Proficiency in SQL, statistical software packages (e.g., R, Python), and data visualization tools (e.g., Tableau, Power BI).

• Experience working with large datasets and various data sources.

• Excellent communication, presentation, and interpersonal skills.

• Ability to work independently and as part of a team.

Educational Requirements:

• Bachelor's degree in a quantitative field such as Statistics, Mathematics, Economics, Computer Science, or Engineering. Master's degree preferred.

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Job Family Group:

Decision Management

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