Lead implementation of Credit AMTF Strategy including Authorization and Real - Time initiatives at Synchrony. Collaborate with multiple teams across various projects for system enhancements and updates.
About the role
- As VP at USAA, oversee analytics for omni-channel service experiences. Drive insights to improve member service across varied platforms with leadership in metrics and operational insights.
Responsibilities
- Oversees the complete analytics lifecycle across all service channels
- Develops and delivers clear, concise insights highlighting delivery gaps, friction points, and key quality assurance metrics
- Monitors and analyzes quantitative and qualitative service performance metrics across the organization
- Surfaces top member pain points and opportunities to improve complaint and escalation experiences
- Partners with the Line of Business (LoB) leaders to integrate operational data with member satisfaction data
- Ensures servicing standards are measurable and tracked in operational reporting
- Provides operational friction insights to inform digital design and optimization efforts
- Promotes transparency by making operational performance data visible and actionable across the organization
- Monitors operational data to anticipate systemic risks
- Develops and maintains dashboards to monitor adherence to service standards
Requirements
- Bachelor’s Degree OR 4 years of related experience may be substituted in lieu of degree
- 10 years of progressive leadership experience in defining and implementing data analytics strategy
- 8 years of people leadership experience in building, managing and/or developing high-performing teams
- Extensive experience leading transformational initiatives impacting multiple businesses and/or platforms
- Significant experience in leveraging data and analytics to drive customer/member experience improvements
- Deep understanding of emerging technologies such as AI, personalization, and cloud computing
- Strong technical acumen with demonstrated experience partnering in cross-functional collaboration with teams
- Exceptional communication and stakeholder management skills
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
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