Senior Analyst, Customer Experience Analytics
About the role
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.
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.
- 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+ years 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.
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.
- Prominent ability to influence and collaborate across cross-functional teams without direct authority.
- Experience structuring and executing complex analyses.
- Comfortable operating in a fast-paced environment; able to deliver high-quality ad hoc analyses under tight timelines.
- Able to synthesize diverse inputs into practical recommendations and clearly articulate findings to business partners and senior leaders.
- Prominent 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/Salary Range
The salary range for this position is 85,000.00 - 140,000.00 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.
Benefits
Our benefits package includes:
- Health insurance
- Retirement savings plan
- Flexible spending accounts
- Employee assistance program
Pay
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Schedule
Employees will have the option to work from home near one of our Hubs or come into one of our offices. They will be required to commute to their nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.
Legal Authorization
You must be 18 years or older. You must have a high school diploma or equivalent. You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process. You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.