Senior Lead, Global Customer Experience Operations Analytics

What You’ll do?

• Creation and provide access to operational key performance indicators and metrics’ source of truth.
• Standardization of Collections, Customer Care & Shared Services metrics & performance scorecards. 
• Create global consistent, accurate, relevant, real-time dashboards for key Collections, CustomerCare & Shared Services metrics vs targets /baselines.
• Support operation business reviews by providing market data requirements.  
• Identify noteworthy performance trends in customer service, collections & shared service performances, research root causes and propose solutions to optimize team performance.
• Lead deep dives based on analysis of performance drivers and opportunities to improve ie drive ops cost efficiencies & ultimately customer delight.
• Follow thru & close the loop on actionable insights. 
• Regularly review & optimize Recovery BAU incentive + Global bonus programs in partnership with Finance Ops Analytics, Credit, other stakeholders.
• Active participation in strategy tests & analysis related to operations led by other guilds as needed.

What You’ll Need

• Minimum of 4+ years of relevant data analysis experience in operations analytics, with proven ability to push through ambiguity to interpret data with minimal guidance.
• Strong ability to translate analytical needs into SQL queries, with the ability to interpret and dive deep into data results; experience with Snowflake a plus.
• Strong proficiency in Excel & Sheets plus experience with data analytics languages (e.g. SQL, Python) are required and/or data visualization tools (e.g. Looker, Amplitude, Tableau) strongly preferred.
• Ability to pull, process, and interpret vast amounts of data in a self-sufficient manner.
• Ability to use a combination of data, assumptions, and intuition to formulate recommendations.
• Strong communication & analytical skills with the ability to influence in a global, cross-functional environment.
• Strong ability to navigate and build strong functional structure & working relationships in and outside Global CX.

Who you are:

• A collaborative self-starter. You’re excited to pursue new initiatives and love to partner with geographical and cross-functional leads to move the business forward.
• You have the ability to translate insights into action. You not only build models, but you’re able to distill key learnings and use those insights to drive strategic planning and initiatives.
• A highly innovative problem-solver. You approach a problem from different perspectives and use your holistic understanding of the business to see new opportunities/risks. 
• Strong communicator and an advocate for your business partners.
• Comfortable with ambiguity.
• Thrives in a fast-paced environment, understanding that week-to-week priorities may shift as new business opportunities emerge.
• Passionate about social enterprise and find meaning in working to make the world a better place.