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Senior Analyst - Analytics - Operations

at Synchrony in BENTONVILLE, Arkansas, United States

Job Description

Job Description:

Role Summary/Purpose:

The Senior Analyst of Operations will leverage customer performance data to support continuous improvement in Enterprise Operations business, process performance, planning, customer behavioral analytics, development and maintenance of ongoing reports, ad hoc data retrieval, and analysis of business processes. This role is also responsible for assessing project benefits and identifying opportunities to improve the customer contact experience.

The Operations Analytics Analyst will be required to use all available tools and resources to thoroughly analyze and assess operational performance and customer behavior. This will involve customer analytics, portfolio, site and

metric performance, forecasting and other activities related to enhancing operational performance.

This position is remote, where you have the option to work from home. On occasion we may request for you to commute to our nearest office for in person engagement activities such as team meetings, training and culture events. To ensure the safety of our colleagues and communities, we require employees who come together in-person to be fully vaccinated. We’re proud to offer you choice and flexibility.

Essential Responsibilities:

+ Work on agile sprints to support the Digital 1st teams

+ Work with cross functional groups to combine Operations data with other data sources and complete a full root-cause-analysis.

+ Provide process focused analytics support to Operations

+ Develop and analyze predictors using modeling techniques

+ Analyze all aspects of the operations experience, including but not limited to, customer experience, key contact drivers and servicing performance.

+ Mentor entry-level analysts

+ Ensure all analysis supports appropriate Operations investment decisions and optimizes Operational expenses.

+ Design and conduct extensive analysis of performance trends and provide insightful business performance reporting

+ Adhere to all analytic standards and support all Operational analytic strategies.

+ Design and conduct Ad-hoc analysis as and when required.

+ Present findings to various management levels

+ Perform other duties and/or special projects as assigned

Qualifications/Requirements:

+ Bachelor’s degree or, in lieu of a degree, a high school diploma/GED and 5+ years of marketing analytics experience

+ Minimum 2 years’ experience utilizing statistical techniques such as modeling, A/B testing, and segmentation in a work environment.

+ 3+ years of experience programming in SAS, SQL, R, Python or other programming languages.

Desired Characteristics:

+ Graduate or Post-Graduate in a quantitative discipline, such as statistics, mathematics, science, or engineering.

+ 3+ years of experience with proven ability to extract unstructured and structured data

+ Working experience in speech analytics tools such as Call Miner

+ Mentoring experience of entry-level analysts

+ 3+ years of analytics experience preferably within the call center or banking environment Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success

+ Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience

+ Ability to present findings to all levels of management

+ Think strategically and ability to identify business opportunities

+ Demonstrated ability to manage complexity and multiple initiatives Ability to perform ad-hoc analysis, glean and form business insights under aggressive timelines

+ Ability to synthesize/analyze diverse information, develop and recommend strategies

Eligibility Requirements:

+ 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.

+ New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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.

+ If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

The salary range for this position is 56,000.00 – 112,000.00 USD Annual

Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.

Grade/Level: 09

Job Family Group:

Marketing

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Job Posting: JC214177867

Posted On: May 21, 2022

Updated On: Jun 25, 2022