{"schemaVersion":"jobsearcher.job.v1","id":"d8d3ec1dcae499b7d1fb235b","url":"https://jobsearcher.com/jobs/d8d3ec1dcae499b7d1fb235b","canonicalUrl":"https://jobsearcher.com/jobs/d8d3ec1dcae499b7d1fb235b","title":"Senior Analyst, Customer Experience Analytics","description":"Role Summary / Purpose\nThe Senior Analyst, Customer Experience Analytics role will be responsible for owning analyses that drive measurable improvements in operational performance and customer experience. This role will partner cross‑functionally and work closely with analytic leadership to solve complex problems and enable better strategic decisions on customer engagement. The ability to handle multiple projects at once, thrive in a fast‑paced environment, and effectively communicate to leadership are critical to success in this role.\n\nEssential Responsibilities\n\nOwn end‑to‑end analytics delivery: translate business questions into analytic approach, build/validate datasets from disparate sources, perform analysis, and deliver actionable recommendations.\n\nLead root‑cause investigations on operational performance shifts (e.g., increases in handle time, contact drivers, etc.).\n\nInfluence adoption: align stakeholders on actions, quantify expected impact, and track realized results post‑implementation.\n\nCommunicate insights effectively: tailor messaging for senior leaders vs. working teams; present assumptions, limitations, and recommended next steps.\n\nProactively identify, analyze, and solve business problems with a focus on understanding the root causes.\n\nBecome a subject matter expert for data across multiple clients and warehouses.\n\nProvide clear timelines, manage multiple parallel requests, and maintain a transparent prioritization approach.\n\nPerform other duties and/or special projects as assigned.\n\nQualifications / Requirements\n\nBachelor's degree OR in lieu of a degree, a high school diploma and 3+ years of analytics experience in financial services, credit card and/or payments industries.\n\n2+ years of experience in an analytics role with a focus on digital engagement analytics preferred.\n\n1+ year of experience with statistical tools such as SAS, SQL, R, or/​and Python.\n\nComfortable analyzing large datasets in a warehouse environment.\n\nDemonstrated ability to translate ambiguous business questions into structured analyses and recommendations.\n\nAbility and flexibility to travel for business as required.\n\nOR\n\nMaster’s Degree and:\n\nAt least 1 year of experience in an analytics role in financial services, credit card and/or payments industries.\n\n1+ year of experience with statistical tools such as SAS, SQL, R, or/​and Python.\n\nComfortable analyzing large datasets in a warehouse environment.\n\nDemonstrated ability to translate ambiguous business questions into structured analyses and recommendations.\n\nAbility and flexibility to travel for business as required.\n\nPreferred Qualifications\n\nBachelor's degree in STEM or related quantitative field.\n\nMaster’s Degree in STEM or related quantitative field.\n\nAnalytics role in financial services, credit card and/or payments industries is strongly preferred.\n\nSAS experience is preferred.\n\nStrong written and verbal communication skills; able to tailor messages to technical and non‑technical audiences.\n\nExperience working with multiple source systems and enterprise data warehouses; comfortable navigating data lineage and definitions.\n\nStrong data storytelling and visualization skills; able to translate complex analyses into clear insights and recommended actions.\n\nProven ability to influence and collaborate across cross‑functional teams without direct authority.\n\nWorking knowledge of common analytics approaches (e.g., trend/variance analysis, segmentation, KPI design, root‑cause analysis, A/B testing).\n\nStrong organizational and project‑management skills; able to manage multiple priorities independently and meet deadlines.\n\nExperience structuring and executing complex analyses.\n\nComfortable operating in a fast‑paced environment; able to deliver high‑quality ad‑hoc analyses under tight timelines.\n\nAbility to synthesize diverse inputs into practical recommendations and clearly articulate findings to business partners and senior leaders.\n\nProven understanding of the financial services/credit card/payments industry.\n\nFamiliarity with Net Promoter Score (NPS) and customer sentiment analytics, including interpreting feedback trends and translating insights into operational improvements.\n\nGrade / Level\n09\n\nCompensation\nThe salary range for this position is 85,000.00 - 140,000.00 USD annual and is eligible for an annual bonus based on individual and company performance. Salaries are adjusted according to market in CA, NY Metro and Seattle.\n\nOur Way Of Working\nWe’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our hubs or come into one of our offices. You will be 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.\n\nField Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.\n\nEligibility Requirements\n\nYou must be 18 years or older.\n\nYou must have a high school diploma or equivalent.\n\nYou must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process.\n\nYou must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.\n\nNew hires (Level 4‑7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non‑exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).\n\nLegal Authorization To Work\nLegal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. 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.\n\nReasonable Accommodation Notice\n\nFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.\n\nIf you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.\n\nJob Family Group\nData Analytics\n\n#J-18808-Ljbffr","company":"Synchrony","rawCompany":"synchrony","city":"Draper","state":"UT","isRemote":false,"isActive":false,"createdAt":"2026-07-15T03:21:05.523Z","occupations":[{"code":"15-2051.01","title":"Business Intelligence Analysts","slug":"business-intelligence-analysts"},{"code":"15-2051.00","title":"Data Scientists","slug":"data-scientists"},{"code":"15-2031.00","title":"Operations Research Analysts","slug":"operations-research-analysts"}],"industries":[{"code":"522320","title":"Financial Transactions Processing, Reserve, and Clearinghouse Activities","slug":"financial-transactions-processing-reserve-and-clearinghouse-activities"},{"code":"522390","title":"Other Activities Related to Credit Intermediation","slug":"other-activities-related-to-credit-intermediation"},{"code":"522110","title":"Commercial Banking","slug":"commercial-banking"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Analyst, Customer Experience Analytics","description":"Role Summary / Purpose\nThe Senior Analyst, Customer Experience Analytics role will be responsible for owning analyses that drive measurable improvements in operational performance and customer experience. This role will partner cross‑functionally and work closely with analytic leadership to solve complex problems and enable better strategic decisions on customer engagement. The ability to handle multiple projects at once, thrive in a fast‑paced environment, and effectively communicate to leadership are critical to success in this role.\n\nEssential Responsibilities\n\nOwn end‑to‑end analytics delivery: translate business questions into analytic approach, build/validate datasets from disparate sources, perform analysis, and deliver actionable recommendations.\n\nLead root‑cause investigations on operational performance shifts (e.g., increases in handle time, contact drivers, etc.).\n\nInfluence adoption: align stakeholders on actions, quantify expected impact, and track realized results post‑implementation.\n\nCommunicate insights effectively: tailor messaging for senior leaders vs. working teams; present assumptions, limitations, and recommended next steps.\n\nProactively identify, analyze, and solve business problems with a focus on understanding the root causes.\n\nBecome a subject matter expert for data across multiple clients and warehouses.\n\nProvide clear timelines, manage multiple parallel requests, and maintain a transparent prioritization approach.\n\nPerform other duties and/or special projects as assigned.\n\nQualifications / Requirements\n\nBachelor's degree OR in lieu of a degree, a high school diploma and 3+ years of analytics experience in financial services, credit card and/or payments industries.\n\n2+ years of experience in an analytics role with a focus on digital engagement analytics preferred.\n\n1+ year of experience with statistical tools such as SAS, SQL, R, or/​and Python.\n\nComfortable analyzing large datasets in a warehouse environment.\n\nDemonstrated ability to translate ambiguous business questions into structured analyses and recommendations.\n\nAbility and flexibility to travel for business as required.\n\nOR\n\nMaster’s Degree and:\n\nAt least 1 year of experience in an analytics role in financial services, credit card and/or payments industries.\n\n1+ year of experience with statistical tools such as SAS, SQL, R, or/​and Python.\n\nComfortable analyzing large datasets in a warehouse environment.\n\nDemonstrated ability to translate ambiguous business questions into structured analyses and recommendations.\n\nAbility and flexibility to travel for business as required.\n\nPreferred Qualifications\n\nBachelor's degree in STEM or related quantitative field.\n\nMaster’s Degree in STEM or related quantitative field.\n\nAnalytics role in financial services, credit card and/or payments industries is strongly preferred.\n\nSAS experience is preferred.\n\nStrong written and verbal communication skills; able to tailor messages to technical and non‑technical audiences.\n\nExperience working with multiple source systems and enterprise data warehouses; comfortable navigating data lineage and definitions.\n\nStrong data storytelling and visualization skills; able to translate complex analyses into clear insights and recommended actions.\n\nProven ability to influence and collaborate across cross‑functional teams without direct authority.\n\nWorking knowledge of common analytics approaches (e.g., trend/variance analysis, segmentation, KPI design, root‑cause analysis, A/B testing).\n\nStrong organizational and project‑management skills; able to manage multiple priorities independently and meet deadlines.\n\nExperience structuring and executing complex analyses.\n\nComfortable operating in a fast‑paced environment; able to deliver high‑quality ad‑hoc analyses under tight timelines.\n\nAbility to synthesize diverse inputs into practical recommendations and clearly articulate findings to business partners and senior leaders.\n\nProven understanding of the financial services/credit card/payments industry.\n\nFamiliarity with Net Promoter Score (NPS) and customer sentiment analytics, including interpreting feedback trends and translating insights into operational improvements.\n\nGrade / Level\n09\n\nCompensation\nThe salary range for this position is 85,000.00 - 140,000.00 USD annual and is eligible for an annual bonus based on individual and company performance. Salaries are adjusted according to market in CA, NY Metro and Seattle.\n\nOur Way Of Working\nWe’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our hubs or come into one of our offices. You will be 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.\n\nField Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.\n\nEligibility Requirements\n\nYou must be 18 years or older.\n\nYou must have a high school diploma or equivalent.\n\nYou must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process.\n\nYou must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.\n\nNew hires (Level 4‑7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non‑exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).\n\nLegal Authorization To Work\nLegal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. 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.\n\nReasonable Accommodation Notice\n\nFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.\n\nIf you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.\n\nJob Family Group\nData Analytics\n\n#J-18808-Ljbffr","datePosted":"2026-07-15T03:21:05.523Z","dateModified":"2026-07-15T03:21:05.523Z","hiringOrganization":{"@type":"Organization","name":"Synchrony","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Draper","addressRegion":"UT","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d8d3ec1dcae499b7d1fb235b"},"url":"https://jobsearcher.com/jobs/d8d3ec1dcae499b7d1fb235b"}}