Senior Analyst, Customer Experience Analytics
S
Synchrony
📍 Stamford, CT, United States
Job Description
**Role Summary/Purpose:**
The Senior Analyst, Customer Experience Analytics role will be responsible for owning analyses that drive measurable improvements in operational performance and customer experience. This role will partner cross-functionally and work closely with analytic leadership to solve complex problems and enable better strategic decisions on customer engagement. The ability to handle multiple projects at once, thrive in a fast-paced environment, and effectively communicate to leadership are critical to success in this role.
**Essential Responsibilities:**
+ Own end-to-end analytics delivery: Translate business questions into analytic approach, build/validate datasets from disparate sources, perform analysis, and deliver actionable recommendations.
+ Lead root-cause investigations on operational performance shifts (e.g., increases in handle time, contact drivers, etc.).
+ Influence adoption: Align stakeholders on actions, quantify expected...
The Senior Analyst, Customer Experience Analytics role will be responsible for owning analyses that drive measurable improvements in operational performance and customer experience. This role will partner cross-functionally and work closely with analytic leadership to solve complex problems and enable better strategic decisions on customer engagement. The ability to handle multiple projects at once, thrive in a fast-paced environment, and effectively communicate to leadership are critical to success in this role.
**Essential Responsibilities:**
+ Own end-to-end analytics delivery: Translate business questions into analytic approach, build/validate datasets from disparate sources, perform analysis, and deliver actionable recommendations.
+ Lead root-cause investigations on operational performance shifts (e.g., increases in handle time, contact drivers, etc.).
+ Influence adoption: Align stakeholders on actions, quantify expected...