Job Details

Own performance insights by developing and maintaining reporting, dashboards, and insight cadences that identify trends, drivers, dependencies, and impacts across Client Services. Translate findings into prioritized recommendations and measurable outcomes. Quantify impact by building persuasive business cases, developing ROI / benefits models, and tracking initiatives from launch through adoption and outcomes. Establish measurement frameworks that connect operational changes to client experience, efficiency, and cost drivers. Partner cross-functionally with Technology, Product, Data Platform, Operations, and other stakeholders to define requirements, align on data definitions, and support delivery of key initiatives. Ensure dependencies and impacts are understood, documented, and reflected in measurement plans. Communicate & influence by representing the voice of Client Services in forums that shape roadmaps and priorities. Present insights and recommendations to Senior Leadership with clear storytelling, risks, tradeoffs, and expected outcomes. Enable AI-powered insights by partnering with platform owners to configure, monitor, and continuously improve supported AI-enabled features within Client Services tools. Define success metrics, validate outputs, and ensure changes translate into measurable performance improvements. 5-8+ years analyzing large quantitative and qualitative data sets to identify trends, opportunities, and risks. 5-8+ years using data analysis tools and software, including familiarity with SQL and the ability to write intermediate level queries for data extraction. 5-8+ years designing process improvements with an emphasis on new, complex, and large-scale projects. 5-8+ years working closely with different departments (e.g., Technology, Product Management, Risk Management, Loyalty) to lead data-driven decision-making. 2-3+ years using AI-enabled analytics tools (e.g., conversation analytics) to monitor performance, validate outputs, and translate learnings into process or workflow improvements. Bachelor's degree. Ability to translate complex data into actionable business insights. Adept critical thinking and problem-solving skills with the ability to make quick, accurate, creative, and appropriate decisions and develop systematic, scalable solutions. Excellent communication skills to collaborate effectively with cross-functional teams and stakeholders as well as communicate information and ideas to Senior Leadership. Desire to keep learning with a high capability for adopting new processes, systems, and tools. #LI-AZ1