Voice Product Analytics Team - Senior Quantitative Analytics Associate

Join a team that uncovers stories in data to guide major investments and delight clients, who is curious and passionate to transform data, and impact drive business breakthroughs!

As a Quant Analytics Associate, within the Voice Product Analytics team, you will use data analytics to improve customer experience, reduce operating expenses, and work on key initiatives, document data lineage, scope analyses, develop data, form hypotheses, analyze data, generate insights, and present findings.

• Analyze and manage IVR/NLU performance metrics and customer feedback to identify cross-channel((calls, branch, digital, etc.) trends, issues, and improvement opportunities.
• Contribute to business cases, design A/B tests, identify pilot populations, and analyze program performance to inform future strategies.
• Collaborate with data owners to govern data generation, definition, and retention.
• Prioritize and manage Voice-IVR analytics tasks while independently identifying and implementing customer experience improvements.
• Support preparing and delivering presentations with clear insights for executives and business partners and build understanding of business drivers and data with product groups.
• Write and maintain code in Alteryx, SQL, Tableau, and Python and structure and execute KPIs, trend analyses, dashboards, segmentations, and optimizations to improve performance.
• Continuously assess the current IVR experience, identifying pain points and implementing enhancements to optimize customer satisfaction and proactively seek and evaluate new technologies, processes, and features that can further enhance the IVR system and overall customer experience.

• Bachelor’s or Master’s degree in a quantitative field (Data Science, Mathematics, Statistics, Physics, Engineering, Economics, Finance, or related); 3+ years of experience applying statistical methods to real-world problems using SQL and at least one of:
  Alteryx, Python, Tableau.
• Hands on experience with data visualization for analysis and presentation.
• Strong mathematical/statistical skills using Alteryx, Python, SQL, Tableau.
• Robust analytical skills to collect, organize, analyze, and present large amounts of information accurately.

• Experience with cloud services (Azure, AWS, etc.).
• Experience in financial services or similar industries.
• Strong grasp of big data disciplines, AWS, Agile (Scrum), and new technologies.
• Prior experience in an insights function at a financial services or consulting firm.