Senior Analyst, Customer Experience Reporting & Insights (L9)

📋 Description

• • Senior Analyst, Customer Experience Reporting & Insights (L9) – This role is critical for ensuring data integrity and delivering actionable insights that support customer experience controls, regulatory compliance, and continuous improvement for Synchrony’s Payment Security debt cancellation product.
• • Day to day, the analyst will produce operational reporting on QA/call monitoring, training completion, dispute volumes, complaint trends, and KPIs; validate and reconcile data sources; develop exception reporting and trend analysis; support compliance and regulatory reporting; maintain issue logs; and build cross-functional relationships with internal teams and third-party suppliers.
• • The Payment Security Products Team drives the end-to-end customer experience for Synchrony’s Payment Security offering—a debt cancellation program designed to help customers manage account balances during qualifying life events such as unemployment, hospitalization, disability, or loss of life. The team partners with client teams and third-party suppliers to optimize acquisition, engagement, and service delivery.
• • In this role, the individual will deepen expertise in financial services reporting, data visualization, regulatory compliance, and stakeholder collaboration; gain ownership of KPI governance and data integrity processes; and develop leadership-ready insights that influence product improvements and operational excellence.