Job Responsibilities:
- Support & lead partnerships with key Ops stakeholders and Ops Product groups with strong understanding of business drivers, underlying data and processes
- Support demand mitigation programs by providing data and analytics leadership across the servicing organization
- Lead development and reporting of Ops performance metrics & KPIs. Use analytical tools such as trend analysis, segmentation, optimization, and other techniques to improve business function performance.
- Analyze customer interactions and events across a variety of channels (calls, branch, online, mobile) to better understand customer journeys and friction points
- Contribute to business cases, construct test designs, and identify populations for pilot programs; analyze program performance and derive insights to help inform future customer strategies
- Prepare and deliver presentations summarizing sharp insights and conclusions, often for executives, in regularly-scheduled analytics meetings chaired by the analyst in this role
- Support the creation of dashboards and visualizations to measure the impact of implemented products and provide management with self-service tools to explore and report on current trends of key metrics
Required qualifications, capabilities, and skills:
- 3+ years of related experience with SQL and Alteryx
- Bachelor's degree in a quantitative or related field
- Experience delivering analytics solutions following an Agile (Scrum or Kanban) methodology
- Previous experience with MS Excel and PowerPoint
- Familiarity with AWS, data mining, statistical modeling, machine learning and other advanced analytics methods
- Able to communicate effectively with Senior leaders to enable collaboration, decision-making, and transparency, with great presentation skills
Preferred qualifications, capabilities, and skills
- Hands-on experience with standard data analytics tools and technologies such as R, Python, Tableau, Hadoop, Hive, Spark, Impala, Sqoop, RDBMS, Trifacta
- Hands-on experience writing code and automating processes to source, transform and analyze data from multiple sources including structured and unstructured data preferred
- Graduate degree in a related field preferred