Associate Director -Customer Servicing Analytics

OneMain (Formerly Springleaf & OneMain Financials). • Wilmington, DE

36d

About The Position

We are seeking an Associate Director of Customer Servicing Analytics to join our Customer Analytics team. Customer service is an essential pillar of OneMain's 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 servicing strategies. This individual will manage a team of data-centric analysts and influence the work of a broader 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 drivers of customer engagement, building strategies, partnering with product, and engineering to continuously improve customer 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 all aspects customer servicing.

Requirements

• Bachelor's Degree in a quantitative discipline, such as Engineering, Statistics, Economics, Data Analytics or Computer Science.
• 5+ 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
• 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

Nice To Haves

• MBA, or an equivalent combination of education and professional experience is strongly preferred
• SAS and/or Python a plus
• Lending or consumer finance industry experience preferred

Responsibilities

• Own and develop all aspects of Payments 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 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

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 5,001-10,000 employees