Job Description:

Role Summary/Purpose:

The AVP, Analytics - Customer Journey will be a key member of the Journey Analytics team supporting strategic initiatives of customer journeys. The candidate will be responsible for providing analytics solutions and insights to help support enterprise-wide data driving decision making. The candidate role will partner with Enterprise Customer Engagement (ECE) journey design and measurement teams to provide journey insights of customer behaviors and linkages to key performance indicators.

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:

• Lead Omni-channel data gathering and validation initiatives to connect multiple data sources and map customer engagements to customer journeys
• Conduct extensive analysis of performance trends and leverage analytics to identify addressable opportunities to improve customer experience, reduce operating expense and increase revenue
• Lead journey analytics projects to provide actionable insights to help decision making
• Manage projects from beginning to end, including ideation, requirement gathering, data mining, strategy formulation, and presentation of results and recommendations
• Design and develop data driven journey maps of the various customer journeys from the entire customer lifecycle
• Provide analytics support to ECE team on the design, analysis, and measurement phases of the project
• Collaborate with key stakeholders across the business including ECE, Analytics, Digital, Marketing, and TechOps
• Leverage visualization tools to provide user friendly reporting and insight driven analysis
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's degree in STEM or related quantitative field. In lieu of degree, a high school diploma and 9+ years of analytics work experience in the financial services, credit card, and/or payment industries.
  
  • 5+ years of progressive work experience including:
    
    • 3+ years of experience in analytics utilizing statistical tools such as SAS, SQL, R, and Python
    • 2+ years of analytics experience in customer journey, customer experience, marketing, or operations analytics

Desired Characteristics:

• Hands-on experience using analytics tools such as SAS, SQL, R, Python
• Customer journey analytics tool experience such as Kitewheel, ClickFox, Thunderhead, NICE, and/or Pointillist is a plus
• Kitewheel experience is preferred.
• Experience managing customer journey analytics projects from the point of gathering business requests thru project completion
• Experience managing, moving, and manipulating data from multiple sources
• Enterprise Data Lake (EDL) environment is preferred
• Strong leadership, analytic, and problem-solving skills, and ability to manage multiple projects and priorities
• Ability to innovate and find creative solutions to meeting business goals
• Experience using internal and external data sources for actionable insight
• Excellent project management skills
• Ability to clearly explain technical and analytical information (verbally, written, and in presentation form) and summarize for key stakeholders
• Experience collaborating with analysts, data scientists, data engineers, business analysts, business SMEs
• Outstanding communications, relationship building, influencing, and collaboration skills
• Tableau or other data visualization experience

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 have at least a "consistently meets expectations" performance rating 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 requirement).

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 85,000.00 - 170,000.00 USD Annual

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

Grade/Level: 11

Job Family Group:

Marketing