The individual will lead initiatives focused on improving the customer experience, reducing operating expenses for Ops Product Groups. S/he 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.

You will serve as an expert in leveraging 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. You will also leverage enterprise data to develop the right automated data solutions using a mix of customer, account, digital, telephony, financial and operational data. You will have the opportunity to work collaboratively with partners such as Service Product Group, Claims & Disputes Product organization, Machine Learning and Intelligence Operations, Finance, Marketing, Area Product Owners, Operations specialists, and other analytics teams across CCB.

Job Responsibilities:

• Support partnerships with key Ops stakeholders and Ops Product groups with strong understanding of business drivers, underlying data and processes
• Lead development and reporting of Ops customer experience metrics & KPIs. Use analytical tools and quantitative methods such as hypothesis testing, trend analysis, segmentation, classification and regression model, 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
• Build 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 leadership teams and business partners in regularly scheduled analytics meetings
• Support the creation of automated visualizations using Python, Tableau, Adobe Analytics, to measure the impact of implemented products and provide management with self-service tools to explore and report on current trends of key metrics
• Embrace a growth and learning mindset; proactive and creative; collaborative, team-oriented and client-focused; motivated by business and technical challenges
• The ideal candidate will (at a minimum) exhibit the below abilities:
  • Make smart decisions that will have a positive impact on business results
  • Solve business problems having highest complexity level
  • Should be self-motivated and able to learn quickly and pivot when needed ensuring a consistent high performance

Required Qualifications, Skills and Capabilities

• 5+ years of related experience. Master's degree in a quantitative or related field
• Able to communicate effectively with Senior leaders to enable collaboration, decision-making, and transparency, with great presentation skills. Experience delivering analytics solutions under strict timelines quick turn-around time
• Hands-on experience writing code and automating processes to source, transform and analyze data from multiple sources including structured and unstructured data preferred
• Hands-on experience with standard data analytics tools and technologies (SQL, Python, Tableau, Alteryx, R, Hadoop, Hive, Spark, Impala, Sqoop, RDBMS)
• Familiarity with data mining, statistical modeling, machine learning and other advanced analytics methods. Comfortable making decisions under uncertainty and ambiguity, and proven ability to structure problems and develop analytical frameworks while addressing business and technical risks
• Self-motivated, goal-oriented, and able to manage and deliver in an innovation-driven and fast-paced environment
• Should have a very good understanding of IT processes and databases. Should be able to work directly with data owners/custodians and contribute in building analytics data hub

Preferred Qualifications, Skills and Capabilities

• Communicate effectively and confidently with stakeholders
• Flexibility/adaptability, ability to listen and defend or change direction based upon team and stakeholder consensus
• Superior judgment to mitigate risk, and to foster an environment where risk/control issues are escalated, and trends are anticipated and identified
• Acting with integrity, and protecting our company, clients and customers