VP, Journey & Operations Analytics

Job Description:

Role Summary/Purpose:

The VP, Journey & Operations Analytics role will partner with our Digital and Operations partners to lead journey analytics to identify customer experience improvements. They will work closely with the Operations group to identify opportunities to improve productivity, mitigate losses, and improve customer satisfaction. They will be responsible for providing actionable insights to senior leadership and working cross functionally to link customer contact behaviors with Marketing, Risk, and loss improvement opportunities. This role is also responsible for developing strategies to employ new analytics tools and technologies such as speech analytics, machine learning, and AI, engaging with senior leadership to provide insights and recommendations, and providing wing to wing benefit analysis. This role will lead a team across domestic and international sites.

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:

• Define the journey analytics strategy for the organization, ensuring that analytics and data-driven decision making is integrated into Digital/Operations strategy, as well as the senior leadership team's agenda on a consistent and measurable basis
• Lead and advance our Voice of Customer strategy ensuring that existing VOC is mined for all relevant insights, and develops new VOC to support our initiatives, and accelerates our journey into predictive VOC
• Oversee, and accelerate the benefits from, our Journey Analytics platform including integrating disparate data sources (interactions, marketing, operations, digital), validation processes, and the latest in delivery technologies to ensure data is well distributed, understood and consumed by all of our stakeholders
• Drive best practice sharing across teams resulting in increased efficiency and scalable capabilities
• Create direct linkages with Platform Analytics teams to integrate unique journey analytics capabilities into the platform/portfolios, and support tracking the benefit of these capabilities to optimize return and improve end-to-end customer experience for Synchrony
• Leverage deep understanding of the retail landscape, help to define and execute the go-to-market analytics support strategy for our clients' unique requirements
• Develop and maintain excellent working relationships with all internal and key stakeholders, including Digital, Operations, Marketing, Credit, and IT
• Help lead the implementation of critical experiences in analytics to support career development within in the function
• Perform other duties and/or special projects as assigned

Qualifications/Requirements :

• Bachelor's degree, OR in lieu of degree a high school diploma and 15+ years of work experience in a business analytics and/or advanced analytics role
• A minimum of 10 years of functional work experience to include:
• 8+ years developing and implementing business and advanced analytics solutions to support customer journey, customer experience, marketing, or customer operations analytics
• 5+ years of leadership/managerial experience of an analytical team
• 5+ years using statistical analysis tools

Desired Characteristics:

• Advanced degree/MBA preferred
• Financial Services, Retail, ecommerce or advanced marketing analytics Industry experience
• Excellent people leadership skills and a proven track record of developing high potential talent and delivering results
• Strategic thinker with strong judgment and business sense; ability to influence at the highest levels of organizations
• Deep and broad knowledge/understanding of the unsecured lending market and how analytics tools and techniques can drive business strategy
• Knowledge or experience with a customer journey analytics tool such as Kitewheel, ClickFox, Thunderhead, NICE, and/or Pointillist
• Ability to simplify complex data sources into a holistic improved customer experience through data insights and analysis
• Strong understanding of profit and loss dynamics in the cards, unsecured lending and business and retail industry
• Knowledge of external Regulatory and Compliance Requirements
• In-depth knowledge of how own function integrates within the business and of direct competitors (products/services)
• Experience in Analytics leadership roles, preferably with responsibility for multiple analytics functions
• Strong executive presence and communication
• Experience influencing internal and external senior decision-makers
• Excellent change management skills
• Self-starter, high motivation and ability to work well independently as well as motivate and energize teams

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).

Our Commitment

When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+ , with more than 60% of our workforce engaged, you'll find community to connect with and opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure 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 130,000.00 - 227,000.00 USD Annual

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

Grade/Level: 14

Job Family Group:

Financial Services Operations