Title: Manager - Customer Insights and Experience Analytics (SR) Role Summary/Purpose : Operations analytics analyst will leverage customer performance data to support continuous improvement in Enterprise Operations business, process performance, planning, customer behavioral analytics, development and maintenance of ongoing reports, ad hoc data retrieval, and analysis of business processes. This role is also responsible for assessing project benefits and identifying opportunities to improve the customer contact experience. The Operations Analytics Analyst will be required to use all available tools and resources to thoroughly analyze and assess operational performance and customer behavior. This will involve customer analytics, portfolio, site and metric performance, forecasting and other activities related to enhancing operational performance. Essential Functions / Responsibilities : - Work on agile sprints to support the Digital 1st trains. - Work with cross functional groups to combine Operations data with other data sources and complete a full root-cause-analysis. - Provide process focused analytics support to Operations. - Develop and analyze predictors using modeling techniques Analyze all aspects of the operations experience, including but not limited to, customer experience, key contact drivers and servicing performance. - Mentor entry-level analysts Ensure all analysis supports appropriate Operations investment decisions and optimizes Operational expenses. - Design and conduct extensive analysis of performance trends and provide insightful business performance reporting. - Adhere to all analytic standards and support all Operational analytic strategies. - Design and conduct Ad-hoc analysis as and when required. - Present findings to various management levels. Qualifications / Requirements : - Bachelors degree in any discipline. - Minimum 4+ years of analytics experience. - Minimum 3+ years of experience with proven ability to extract structured data with strong programming ability in SAS, SQL, R, Python, or other programming languages. - Minimum 2 years experience utilizing statistical techniques such as modeling, A/B testing, and segmentation in a work. - Working knowledge of Microsoft Excel, PowerPoint, and Word - Understand the criteria or mandatory skills required for the role, before applying. Desired Qualifications : - Graduate or Post-Graduate in a quantitative discipline, such as statistics, mathematics, science, or engineering. - Team management / leadership skills will be an added advantage - Working experience in speech analytics tools such as Call Miner - Mentoring experience of entry-level analysts - 2+ years of analytics experience preferably within the call center or banking environment - Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success - Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience - Ability to present findings to all levels of management - Think strategically and ability to identify business opportunities - Demonstrated ability to manage complexity and multiple initiatives Ability to perform adhoc analysis, glean and form business insights under aggressive timelines - Ability to synthesize/analyze diverse information, develop and recommend strategies - Minimum 2+ years of experience with proven ability to extract unstructured data with strong programming ability in SAS, SQL, R, Python, or other programming languages

Hyderabad

Synchrony - Manager - Customer Insights & Experience Analytics 

Synchrony - Manager - Customer Insights & Experience Analytics  ,Job Description for Synchrony - Manager - Customer Insights & Experience Analytics  in Synchrony International Services Private Limited in  Hyderabad for (4-9) years of experience. Apply Now!

Job Description for Synchrony - Manager - Customer Insights & Experience Analytics  in Synchrony International Services Private Limited in  Hyderabad for (4-9) years of experience. Apply Now!