Senior Customer Experience Analyst improving client service and ensuring SLA compliance at GOL Linhas Aéreas. Implementing efficient processes for better collaboration with clients and suppliers.
About the role
- Lead analyst responsible for performance trends and forecasting discussions within USAA. Collaborating with stakeholders to influence business strategies and operational efficiencies across locations.
Responsibilities
- Lead examining performance trends, process adherence and facilitate executive-level forecasting discussions within the Property & Casualty business
- Serve as, and/or partner with, subject matter expert(s) cross-functionally to incorporate data driven new business trends, historical influences and emerging qualitative/quantitative impacts into forward looking projections
- Facilitate and maintain a strong consultant presence for CFO related activities, such as budgeting, cost benefit analysis, and operational efficiency
- 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 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
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