Senior Analyst, Customer Experience Analytics

Role Summary

The Senior Analyst, Customer Experience Analytics will own analyses that drive measurable improvements in operational performance and customer experience. The role partners cross‑functionally, works closely with analytic leadership, and supports strategic decisions on customer engagement.

• Own end‑to‑end analytics delivery: translate business questions, build/validate datasets, perform analysis, and provide actionable recommendations.
• Lead root‑cause investigations of operational performance shifts (e.g., handle time changes).
• Align stakeholders on actions, quantify expected impact, and track realized results post‑implementation.
• Communicate insights effectively to senior leaders and working teams, presenting assumptions, limitations, and next steps.
• Proactively identify, analyze, and solve business problems focused on root causes.
• Serve as subject‑matter expert for data across multiple clients and warehouses.
• Manage multiple parallel requests, provide clear timelines, and maintain a transparent prioritization approach.
• Perform other duties and special projects as assigned.

• Bachelor’s degree (or high school diploma or equivalent with 3+ years of analytics experience in financial services, credit card and/or payments).
• At least 2 years of analytics experience focused on digital engagement (preferred). Minimum 1 year experience with SAS, SQL, R, or Python.
• Experience working with large datasets in a warehouse environment.
• Ability to translate ambiguous business questions into structured analyses and recommendations.
• Must be able to travel for business as required.
• Master’s degree in a STEM or related field is a plus.
• Strong written and verbal communication skills and ability to tailor messages to technical and non‑technical audiences.
• Comfortable navigating multiple source systems, enterprise data warehouses, data lineage and definitions.
• Strong data storytelling and visualization skills.
• Proven ability to influence and collaborate across cross‑functional teams without direct authority.
• Familiarity with trend/variance analysis, segmentation, KPI design, root‑cause analysis, A/B testing.
• Strong organizational and project‑management skills; ability to manage multiple priorities and meet deadlines.
• Experience structuring and executing complex analyses.
• Familiarity with Net Promoter Score (NPS) and customer sentiment analytics.
• Understanding of the financial services / credit card / payments industry.

• Bachelor’s or Master’s degree in STEM or related quantitative field.
• SAS experience.
• Experience designing and delivering customer sentiment and NPS analyses.

Grade 09. Salary range: $85,000.00 – $ USD annually. Eligible for an annual bonus based on individual and company performance.

• Must be 18 years or older.
• Must have a high school diploma or equivalent.
• Must be willing to undergo a drug test, background investigation and fingerprinting as part of onboarding.
• Must satisfy Section 19 of the Federal Deposit Insurance Act.
• Legal authorization to work legally in the United States is required; no visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer.