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.
• Proven ability to influence and collaborate across cross-functional teams without direct authority.
• 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/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. Salaries are adjusted according to market in CA, NY Metro and Seattle.