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Data Scientist - Senior Associate
Discover Financial Services
Riverwoods, IL, United States
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Discover. A more rewarding way to work.At Discover Financial Services, you’ll find yourself in the company of some of the industry’s smartest and most reliable professionals. And at a company that rewards dedication, values innovation and supports growth.Thrive in an environment that promotes teamwork and shared success. Build on a foundation of mutual respect. Join the company that understands rewarding careers like no other, with this exceptional opportunity: Job Description:
Job Description The Senior Associate, Customer Service Analytics will be responsible for gathering, structuring and analyzing data to evaluate and recommend operational improvements to customer service functions. Candidates should have 1+ years of practical work experience; a masters degree in a quantitative discipline. Experience with Hadoop platform and associated languages such as Hive, Spark and Python is preferred. Experience with analyzing unstructured data is preferred. The overall functions of this role involve:
• Using advanced analytics and Lean Six Sigma tools to drive process improvements.
• Customer contact intent prediction and support overall strategy for our Customer Service and Engagement (CSE) group.
• Develop innovative ways to use information and segmentation to optimize customer experience while managing costs and driving customer engagement.
• Partner with process owners and stakeholders across the organization to work on a wide variety of initiatives, including Business Technology, Risk Management, Finance, Marketing and other groups.
Primary Responsibilities and Duties:
• Develop and enhance predictive servicing strategies to improve customer experience and save operating costs and work with all stakeholders and partners to implement them into customer service systems.
• Understand and predict customer inquiry intent to promote customer self-service, improve customer/agent satisfaction when agent assistance is needed and strengthen customer engagement with Discover.
• Requires strong ability to initiate and conceptualize business goal driven analytical projects.
• Leverage a variety of modeling strategies and simulation tools to understand and predict customer behavior and develop overall strategies that optimize efficiency and customer experience metrics.
• Develop comprehensive Cost Benefit Analysis (CBAs) to capture financial impact of initiatives.
• Conduct cost and profitability studies for customer segments, merchants and product types to optimize and enhance business operations.
• Work with business partners to define and refine new business operational metrics.
• Work cross-functionally with Marketing, Business Technology, Risk Management and Finance areas while formulating and implementing new business strategies.
• Present findings and actionable recommendations to senior leadership to drive strategy.
• Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
• #LI-LG1
Skills:
Skills and business acumen:
• MS/MBA with strong quantitative coursework (engineering, mathematics, statistics, computer science, etc.) and background in data analytics and process improvement.
• 1+ years of practical work experience. Some experience in web analytics is desirable.
• Experience in Python, R, Hadoop or other big data platform is preferred.
• Experience with predictive modeling / machine learning and using advanced statistical techniques is highly desirable.
• Experience in the credit card or financial services institution is 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.
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.