Key skills
PythonSQLTableauRAnalyticsSnowflakeLeadershipProblem SolvingNegotiationSales
About this role
Role Overview
- Aggregate complaint data across lines of business and non-product categories
- analyze trends through Association-wide analytics
- report findings out to demonstrate effective complaint management and early detection of risks
- Develop early warning system for systematic complaints
- conducting root cause and trend analysis with real-time feedback loops
- reporting on aggregated themes and member segments
- sharing the narrative of the data Complaints Program Office
- Formulate association-wide approaches to enhance complaint handling processes
- Collaborate with lines of business analytics and IT teams for alignment on complaint data strategies and requirements
- Develop standardized complaint analysis across the association to establish and improve on a quality diagnostic framework
- utilize quantitative and qualitative analysis to provide thought-leadership on evolving industry trends, market developments, USAA's strategic direction, regulatory environment, and macroeconomic trends for the business unit
- provide insights and information-based context for key stakeholders in the business unit to effectively manage, influence, and impact line of business strategy
- Leads discussions with key stakeholders to communicate information learned from analyses
- provide input into line of business strategy development
- 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 refine hypotheses and identify business questions to explore further
- Develop the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience
- provide support to lower levels towards this effort
- Collaborate 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
- Apply 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 influence and drive strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills
- Serve as a team lead and provide guidance and on-the-job training to team members
- Ensure 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)
Tech Stack
- Python
- SQL
- Tableau
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