We’re looking for a driven, analytically-minded professional to join the Growth Analytics team. The team is responsible for the research, reporting, and core modeling necessary to support an outstanding  customer-agent experience and efficient agent workflows. The ideal candidate is a technical self-learner with strong analytical and problem solving skills, prior background in credit or financial services industry, an eagerness to work cross-functionally, curiosity to learn more every day, and patience to work through difficult and ambiguous problems.

What you'll do

• Identify and deliver analysis to influence operational and product strategy for post-agent contact customer servicing in compliance with regulatory and contractual requirements
• Monitor post-agent contact metrics (average handle time, time to resolution, CSAT, etc), providing visibility into customer experience and agent efficiency
• Own foundational core models, metric definitions, and drive operational excellence to ensure high quality contractual and internal service level reporting
• Work with cross-functional teams to identify third parties, operational processes, data solutions, and other innovative ways to evolve the servicing experience
• Develop and execute end-to-end analytics roadmap for customer servicing by partnering closely with product, operations, engineering, and other analytics teams
• Translate analytical outcomes and results into compelling narratives / presentations for multiple levels of leadership
• Manage a team of analysts to be effective in the role and deliver high-impact and business-driving work

What we look for

• 5+ years of proven ability in an analytical role ideally within customer servicing domain
• Previous experience in leading impactful full-stack analytics, BI, and/or data engineering teams
• Experience creating and maintaining high-quality core models along with a knack for picking up technical skills and obtaining context with minimal guidance
• Proven ability to simultaneously balancing multiple workstreams and prioritizing team's roadmap
• Expert in performing data analysis on large unstructured data sets with SQL and performing analysis using tools such as Python, Notebooks, R, or Excel
• Proficiency in communicating analysis to technical and non-technical audiences and excellence in stakeholder management
• An appreciation for qualitative and quantitative analysis and an admiration for good design
• Willingness to go out of you way to help teammates
• Enough laziness to find a faster way to do your least favorite tasks