Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
About the role
- Lead Business Strategy Analyst focusing on Member Experience Analytics at USAA. Providing strategic insights and analytics to enhance member experiences.
Responsibilities
- Leads discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions.
- Leads integration of the analytic strategy and business strategy.
- Oversees efforts to identify key business assumptions and hypotheses around line of business strategy.
- Continuously refines hypotheses and identifies business questions to explore further.
- Develops the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and provides support to lower levels towards this effort.
- Collaborates with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience.
- Applies expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals.
- Effectively influences and drives strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills.
- Serves as a team lead and provides guidance and on-the-job training to team members.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- Bachelor’s Degree in Business, Science, Finance, Economics or related discipline; OR 4 years of related experience in addition to the minimum years of experience required may be substituted in lieu of degree.
- 8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting.
- Experience identifying business needs and developing strategic plans driven by qualitative/quantitative analysis and market insights.
- Experience working with leadership teams to identify key opportunities to develop and enhance business strategy using quantitative and qualitative analytics.
- Experience influencing business decisions.
- Strong analytical skills with experience using hypotheses-driven problem solving.
- Extensive experience leading and performing complex data analysis using various data analytics tools (i.e. Microsoft Excel, Tableau, R, Python, SQL, Snowflake, SAS, Adobe Analytics).
Benefits
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning and continuing education assistance
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