Associate Director Customer Servicing Analytics

OneMain Financial

United States

United States

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We are seeking an Associate Director of Customer Engagement Analytics to join our Customer Analytics team. Customer Engagement is an essential pillar of OneMains growth strategy. With over 2.5MM active customers, there are numerous opportunities to better understand their interests, motivations, and financial needs/situations, and turn those insights into effective engagement strategies. This individual will manage a team of data?centric analysts and influence the work of a broader engagement and servicing analytics team, while partnering with the rest of the organization to develop and execute new strategies. This role requires deep expertise in customer analytics, a strong customer?centric mindset, digital analytics, and cross?functional leadership skills. A successful candidate will have experience analyzing the of customer engagement, building strategies, partnering with product, and engineering to continuously improve customer engagement and service experience. Collaborating with various partners, the role will also have responsibilities for strategy development and implementation, reporting/insight generation, and ad?hoc analyses spanning customer engagement and servicing. Location: Wilmington, DE Responsibilities Own and develop all aspects of Payments engagement monitoring/reporting and insights on payment behavior.
Own and develop journey analytics that enables continuous optimization of customer payment journey.
Own Experimentation agenda towards improving payment success rate.
Own and develop payments analytics/strategy that helps in driving collection KPIs.
Partner with Product, Engineering and Treasury teams to develop and drive new payment strategies.
Own and drive all level dashboard development across all the engagement and servicing aspects.
Develop analytical tools and frameworks to drive test design and post?test analytics, supported by statistical significance calculations, KPI dashboards and data visualization tools.
Manage 1-2 analysts and influence a team of 5+ high?performing analysts.
Qualifications
Bachelors Degree in a quantitative discipline, such as Engineering, Statistics, Economics, Data Analytics or Computer Science. MBA, or an equivalent combination of education and professional experience is strongly preferred.
7+ years of analytical experience in digital servicing/marketing space
2+ years of experience managing analysts; proven ability to build and incentivize high-performing analytical teams.
Advanced Excel skills required; proficiency with SQL required SAS and/or Python a plus.
Experience leveraging digital analytics and data visualization tools.
Strong cross?functional communication and influencing skills, including experience presenting to and getting buy?in on strategy from senior executives.
Preferred
Lending or consumer finance industry experience
Location: (HYBRID) Wilmington, DE Who we Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well?being of hardworking Americans. Since 1912, weve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future. Driven collaborators and innovators, our team thrives on transformative digital thinking, customer?first energy and flexible work arrangements that grow lives, careers and our company. At every level, were committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. Theres never been a better time to shine with OneMain. Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. Thats why weve packed our comprehensive benefits package for full? and some part?timers with: Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Paid time off (15 days vacation per year, plus 2 personal days, prorated based on start date)
Paid sick leave as determined by state or local ordinance, prorated based on start date
Paid holidays (7 days per year, based on start date)
Paid volunteer time (3 days per year, prorated based on start date)
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United States

Sprachkenntnisse

English

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