Proj Mgr, Digital Servicing Analytics - Full-time

Position is primarily responsible for providing web analytical support to the CSE online servicing team by analyzing website traffic using click-stream tools (Omniture, ClickTracks, etc.) in order to drive intelligent business decisions. This position will drive core insights from the data to suggest, create and execute multivariate or A/B tests that drive fundamental improvements to the site experience. The secondary objective of this position is to be responsible for creating holistic dashboards & reports that provide insights into web breakage and the voice of the customer in the digital servicing space.Primary Responsibilities and Duties:• Work directly with the online servicing team to support all facets of decision making (click-stream analysis, search analysis, multivariate testing analysis) for all online service related activities (click-to-chat, secure emails).• Using strong analytical skills provide insights as well as recommendations supported by quantitative analysis to enhance the digital experience, maximize online visitation and completion of self-service methods• Create holistic dashboards that organize and present data that supports key stakeholder goals and objectives. Prepare for presentation to internal senior management.• Leverage LP Insights (text mining tool) for Email, Chat, Opinion Lab and Social Media channels to provide insights into the voice of the customer in the digital space.• Evaluate post performance impact on digital testing initiatives (leveraging SiteCatalyst) and make strategic recommendations on future initiatives on both big browser and mobile• Leverage Teradata Aster for path/pattern analysis to identify customer frustration that results in site breakage• Analyze online customer behavior on targeted processes leveraging SiteCatalyst and determine call volume impact• Onsite Search – Analyze customer inquiries and subsequent behaviors with navigation to ensure seamless experience. Identify patterns and repetitive journeys or pathing that result in customer struggle online, unnecessary call generation or incompleteness of intended task. Based on analysis, propose onsite search logic changes and improvements to online features/functionali'ties• Utilize speech analytics to quantify web related inquiry types and make recommendations for online process improvements in order to reduce call volume.• Work closely with internet technology teams for data capture, consolidation and validation as well as coordination of tags and tracking parameter implementations.• Collaborate with external vendors to assist with data collection and reporting as well as the implementation of accurate test design methodology.• Create and deliver effective and tailored presentations to project teams and senior management.• Operate as the subject matter expert on web analytics

Qualifications

Skills• BS with strong quantitative coursework (engineering, mathematics, statistics, computer science, etc.) Advanced degree preferred.• 3+ years of experience with an enterprise SQL type database software product (i.e. Oracle, Teradata, etc.)• Experience with web analytics (Omniture/Adobe Insight) and Business Intelligence tools (Tableau)• Exposure to A/B and Multivariate testing methodologies• Experience with SAS and UNIX preferred• Experience in the credit card or financial services institution preferred• Expert knowledge of Microsoft Office required• Excellent communication skills, detail-oriented, and possess the ability to interact with all levels of end users and technical resources• Works effectively both independently and as a member of a cross functional team
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.