Job Location: Stamford, CT
Job Description:
Role Summary/Purpose:
The VP, Complaints Reporting and Analytics is a new role within the Governance and Strategic Relationships team, created to drive maturity in our customer complaints and analytics capabilities. This role will be responsible for ongoing complaints reporting, and for analysis leveraging customer complaint data to identify critical insights, patterns, and trends relevant to customer sentiment about Synchrony’s products, services, and strategies.
Essential Functions / Responsibilities:
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Prepare and analyze monthly complaints reporting, identifying trends and/or anomalies warranting additional research.
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Conduct detailed analysis on available data to identify opportunities for potential product enhancement, marketing messaging, and/or service positioning.
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Establish mechanisms and technical queries to combine available data for complaints, disputes, and other to glean opportunities for process enhancement or product positioning.
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Engage with Speech Analytics and Enterprise Quality Assurance teams to support complaint identification, tuning, and ongoing monitoring.
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Oversee and ensure compliance with model and non-model governance requirements for the full lifecycle of applicable tools.
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Develop presentations synthesizing analysis for reporting to both internal and regulatory audiences.
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Lead projects for reporting development and data integration.
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Provide process focused analytics support to complaints and related process stakeholders.
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Analyze all aspects of the customers experience by developing indices using additional variables, including but not limited to, contact center volume, key contact drivers, and similar.
Qualifications/Requirements:
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Bachelor’s degree and a minimum of 8+ years of hands-on reporting and analytics experience OR in lieu of a Bachelor’s Degree, a High School Diploma / GED and a minimum of 11+ years of hands-on reporting and analytics experience
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Minimum 2 years’ experience in Artificial Intelligence services including transcription, natural language processing, and speech technologies.
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Minimum 2 years’ experience utilizing statistical techniques, e.g., modeling, A/B testing, and segmentation.
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3+ years of experience with proven ability to extract unstructured and structured data with strong programming ability in SAS, SQL, R, Python or other programming language.
Desired Characteristics:
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Bachelor’s degree, preferably in a quantitative discipline, such as statistics, mathematics, or engineering.
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Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success.
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Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience.
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Demonstrated ability to manage complexity and multiple initiatives.
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Ability to perform ad-hoc analysis, glean and form business insights under aggressive timelines.
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Results-oriented; ready to challenge the status quo for continuous improvement.
Eligibility Requirements:
- You must be 18 years or older
- You must have a high school diploma or equivalent
- You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
- You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
- New 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 24 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).
Our Commitment
When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you’ll find community to connect with and opportunity to go beyond your passions.
This starts when you choose to apply for a role at Synchrony. We ensure 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.
Reasonable Accommodation Notice:
- Federal 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.
- If 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.
The salary range for this position is 85,000.00 – 170,000.00 USD Annual
Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.
Grade/Level: 12
Job Family Group:
Information Technology
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