Service Product Analytics Team - Quant Analytics Senior Associate

Join the team that supports advanced analytics projects across Operations functions, channels and products and responsible for deriving insights about our customers’ journey across Service Operation by developing and implementing innovative strategies and advanced analytics solutions.

As a Quant Analytics Senior Associate, within the Service Product Analytics team, you will lead initiatives focused on improving the customer and product experience, reducing operating expenses, and be involved in all phases of the analytics lifecycle, including documenting data lineage, analysis scoping, data development, hypothesis development, data analysis, generating insights, developing and delivering presentations of findings. 

Job Responsibilities:

• Support and lead partnerships with key Area Product Owners and 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 and 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 and 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 and 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 and 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
• Leverage the agile process to deliver on a wide range of business and product-focused analytics including building and updating business cases, exploratory analysis to identify product enhancement opportunities, generating feature performance metrics and dashboards, and crafting data stories and presentations of key findings to stakeholders
• Leverage enterprise data to develop the right automated data solutions using a mix of customer, account, digital, telephony, financial and operational data

Required Qualifications, Capabilities, and Skills:

• Bachelor's degree in a quantitative or related field; 3+ years of related experience
• Proficiency in SQL for data querying and manipulation
• Hands-on experience with standard data analytics tools and technologies (SQL, R, Python, Tableau, Alteryx, Hadoop, Hive, Spark, Impala, Sqoop, RDBMS, Trifacta)
• Experience delivering analytics solutions following an Agile (Scrum or Kanban) methodology
• Hands-on experience writing code and automating processes to source, transform and analyze data from multiple sources including structured and unstructured data preferred
• Familiarity with AWS, data mining, statistical modeling, machine learning and other advanced analytics methods

Preferred qualifications, Capabilities, and Skills:

• Familiarity with Cloud technologies such as Snowflake a plus
• Graduate degree in a related field preferred