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About the Role

The Senior Analyst, Customer Experience Analytics role is responsible for owning analyses that drive measurable improvements in operational performance and customer experience. This role partners cross-functionally and works closely with analytic leadership to solve complex problems and enable better strategic decisions on customer engagement. Success requires the ability to handle multiple projects, thrive in a fast-paced environment, and effectively communicate to leadership.

Responsibilities

Own end-to-end analytics delivery, including translating business questions into analytic approaches, building/validating datasets, performing analysis, and delivering actionable recommendations.
Lead root-cause investigations on operational performance shifts.
Influence stakeholder adoption of actions, quantify expected impact, and track realized results.
Communicate insights effectively, tailoring messages for different audiences and presenting assumptions, limitations, and recommended next steps.
Proactively identify, analyze, and solve business problems by understanding root causes.
Become a subject matter expert for data across multiple clients and warehouses.
Provide clear timelines, manage multiple parallel requests, and maintain a transparent prioritization approach.
Perform other duties and/or special projects as assigned.

Requirements

Bachelor's degree OR a high school diploma with 3+ years of analytics experience in financial services, credit card and/or payments industries.
2+ years of experience in an analytics role with a focus on digital engagement analytics preferred.
1+ years of experience with statistical tools such as SAS, SQL, R, or/and Python.
Comfortable analyzing large datasets in a warehouse environment.
Demonstrated ability to translate ambiguous business questions into structured analyses and recommendations.
Ability and flexibility to travel for business as required.
Master’s Degree with at least 1 year of experience in an analytics role in financial services, credit card and/or payments industries.
1+ years of experience with statistical tools such as SAS, SQL, R, or/and Python.
Comfortable analyzing large datasets in a warehouse environment.
Demonstrated ability to translate ambiguous business questions into structured analyses and recommendations.
Ability and flexibility to travel for business as required.

Skills

SAS
SQL
R
Python
Data storytelling
Data visualization
Project management
Net Promoter Score (NPS)
Customer sentiment analytics

Location

Near one of our Hubs
In one of our offices

Work Type

Work from home
Hybrid

Experience Level

Senior Analyst
Grade/Level: 09

Education Level

Bachelor's degree
Master's Degree
STEM or related quantitative field
High school diploma or equivalent

Salary/Compensations

85,000.00 - 140,000.00 USD Annual
Eligible for an annual bonus based on individual and company performance.
Salaries are adjusted according to market in CA, NY Metro and Seattle.

Benefits

Option to work from home near one of our Hubs or come into one of our offices.
Required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.
Inclusive culture where individual skills, experience, and voice are valued.
Employee Resource Groups (ERGs).

About the Company

Synchrony is committed to building a future where we can all belong, connect, and turn ideals into action.
Proud to have an award-winning culture for all.

Equal Opportunity

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.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.