As a Quantitative Analytics Associate - Voice Product Analytics, you will support advanced analytics projects across Operations functions, channels and products. The Voice Product Analytics team is responsible for deriving insights about our customers’ journeys across voice and digital channels and developing and implementing innovative strategies and advanced analytics solutions to improve the customer experience. We work collaboratively with all functional teams across Operations as well as Strategic and Analytics teams.

The individual will focus on improving the customer experience, reducing operating expenses for Ops Product Groups, and will 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. Our team’s projects range from simple trend analysis to cross-channel journey analysis to prescriptive analytics. The common theme of all the projects is data mining, business judgment and collaboration to improve the customer experience.

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
• Bachelor's degree in a quantitative or related field or Graduate degree in a related field preferred
• Experience delivering analytics solutions following an Agile (Scrum or Kanban) methodology
• Hands-on experience with standard data analytics tools and technologies including SQL and Alteryx
• Previous experience with MS Excel and PowerPoint
• Familiarity with AWS, data mining, statistical modeling, machine learning and other advanced analytics methods
• Hands-on experience writing code and automating processes to source, transform and analyze data from multiple sources including structured and unstructured data preferred
• 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)

*** Relocation assistance is not available for this role.