This job has expired, please see additional jobs below
Senior Associate, Voice of Customer Analytics
Discover Financial Services
Riverwoods, IL, United States
Job Details - this job has expired, please see similar jobs below
Job Description
Building a stronger relationship with each interaction is a major focus of Discovers Customer Service & Engagement (CSE) group, and this is supported through fact based customer insights & data driven decision making. The CSE Voice of the Customer (VOC) team is seeking a Senior Associate to lead the analysis and reporting of voice of customer data from various touch points.
The successful candidate will conduct high-visibility analyses of quantitative and qualitative data and pioneer new streams of critical business reporting of VOC data, particularly data from text analytics. The VOC Senior Associate will also create and maintain/automate standard reports for business needs.
Analytical and project management responsibility may include:
• Develop and enhance text mining analytical solution to drive insights from customer feedback data, improve customer experience, and reduce operating cost
• Develop reporting and analyses using tools such as R, Python, SAS, etc.
• Automate/Maintain reports in Excel and Tableau layout to support regular business needs
• Understand business partner challenges and business objective to scope ad hoc projects and customize analytics/reporting solution
• Work with business partners to define and refine new business operational metrics.
• Work cross-functionally with Business Technology to implement new business strategies through technology enhancements
• Requires strong ability to initiate and conceptualize business goal driven analytical projects
• Explore a variety of modeling strategies to predict customer behavior based on historical customer feedback
• Present findings and actionable recommendations to senior leadership to drive strategy.
• Independently lead 2-3 projects simultaneously from project conceptualization to implementation and delivery
• Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
Skills
Skills Required
• BA with strong quantitative coursework (statistics, experimental methods, engineering, mathematics, computer science, etc.) and background in data analytics and continued process improvement or 10 years’ work experience in lieu of a BA.
• 3 years of overall experience in which 2+ years should be in an analytical role preferred.
• Experience in R or Python and Text Mining is highly desirable.
• 1+ years of experience with an enterprise SQL type database software product (i.e. Oracle, Teradata, etc)
• 1+ years of experience with Tableau is strongly preferred
• Expert knowledge of Microsoft Office required.
• Excellent communication and negotiation skills working with all levels and departments of the organization.
• Works effectively both independently and as a member of a cross functional team.
#LI-SN1
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.