Lead Business Intelligence Analyst
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Job Description
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
The Discover Consumer Complaints (DCC) team is seeking a Lead Business Intelligence Analyst to lead complaint reduce strategy, advanced analytics, text mining, and insight development on several high-profile initiatives.
This position is responsible for deep dive analysis and interpreting enterprise-wide complaint data for the Discover Consumer Complaints (DCC) team with advanced analytics tools. The majority of time is spent on coordinating with business partners, providing comprehensive data analysis, forecast modeling and developing or enhancing long term analytical solutions.
Concentrating on collecting and analyzing data to assist the DCC team, business units and management across the enterprise in trending and managing customer complaints and implementing remediation efforts to reduce complaints and improve the customer experience.
Responsibilities
- Leverage deep expertise in complaint program, advanced BI technologies and statistical analysis to develop and implement strategic solutions supporting a variety of survey enterprise level initiatives and large-scale insight projects across different business units within Discover.
- Serve as subject matter expert for text analytics, report automation and data visualizations.
- Responsible for designing analytical frameworks, creation of analytics roadmap, and planning and scoping of analytics projects.
- Cross functional problem solving to identify the solutions to optimize the outcome from enterprise level.
- Partners with business and process owners on analytics projects from concept to delivery. Implements models and develops strategies in partnership with business. Identifies value drivers and partners with business and process owners to define success measures and value measurement methodology. Provides input and consultation to business partners on various statistical, technical, data, or business issues.
- Develops comprehensive cost-benefit analyses to capture financial and other impacts of customer experience initiatives. Presents the results of analyses and strategy recommendations regarding customer experience to senior leadership and business partners.
- Leads the development of consumer complaint analytics standard work and identifies best practices to improve team productivity.
Skills:
Minimum Qualifications
At a minimum, here’s what we need from you:
- Bachelor’s Degree in Business, Engineering, Computer Science, Mathematics, Statistics, Economics, Finance or 5 years working experience.
- 2+ years of experience in a Quantitative/Analytics/Data Science/Technical role
Preferred Qualifications
If we had our say, we’d also look for:
- 4+ years of experience in a Quantitative/Analytics/Data Science/Technical role
- Deep experience in market research or large-scale survey design and development, including sampling strategy, questionnaire design, fielding methods, maximizing data integrity, reliability and validity.
- Superior communication skills including the ability to form/strengthen business partner relationships, deliver impactful insights in an accessible, understandable, and compelling way to others
- Strong project management skills and is able to handle multiple tasks at same time.
- Advanced proficiency in the analysis of text data, using manual categorization methods or text analytics. Ability to skillfully combine results of quantitative and qualitative data into overall insights.
- Strong analytical mindset, collaborative team player, superior project management skills, extremely proactive, proven learning agility
- Experience leading large-scale, high visibility projects, and dealing skillfully with multiple competing priorities
- Advanced experience in Text Mining such as the ground-up development of taxonomies for large insight programs
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The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.