Job Description

Role Title: Analyst, Frontline Experience Insights and Innovations
Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industrys most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.
We have recently been ranked #2 among Indias Best Companies to Work for by Great Place to Work. We were among the Top 50 Indias Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by Ambition Box Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

• Synchrony celebrates ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.

• We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.

• We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.

Organizational Overview: The Frontline Experience team gathers, collates and analyzes insights across various listening posts for the frontline teams in Global Servicing and Collections. Using technological improvements in the text mining and AI environment, we work towards an organized and actionable understanding of opportunities that will improve frontline experience. We partner closely with the different Agile teams, process leaders and product owners to build solutions that will help us work effectively and efficiently and provide our customers with a positive interaction. As part of the team, you will have access to functional and leadership training, interaction with executive leadership team and a myriad of diverse perspectives that will broaden your critical experiences.
Role Summary/Purpose:
The Frontline Experience Insights and Innovations Analyst will be responsible for the database management, reporting and analysis of the different Frontline Experience programs(Employee Voice and Vision, FX Insights and FX Panel). These programs are critical channels SYF employees use to contribute towards enhancing the customer and frontline employee experience. This role will focus on analyzing actionable insights and functional process owner engagement to ensure that these insights are integrally aligned to business solutions.
Key Responsibilities:
Support timeliness of EVV reporting, idea review, routing and follow up. Produce actionable reporting highlighting key themes and insights to understand hub and functional level engagement
Maintain data integrity and accuracy and ensure reporting rhythms are communicated to key stakeholders
Analyze employee insights and trends to identify and communicate opportunities for improvement
Take ownership of deep dive analysis of idea cost savings benefits, including research and data validation
Support technical owner and administrator activities for key tools used by the different frontline experience programs including InnoVote, They Do, Qualtrics and other SYF related tools for database and dashboard management.
Participate in cross-functional virtual teams to support discovery and solution building to improve frontline and customer experience, including discovery, desirability testing and requirements documentation)
Required Skills/Knowledge:
2 + years of client/customer service (or applicable) experience
Experience driving cross-functional projects
Meeting in all performance metrics and strong domain expertise
Ability to effectively communicate with all levels of the organization
Desired Skills/Knowledge:
Project management skills
Strong advocate for enhancing the customer and employee experience
Excellent relationship building and influencing skills
Proven ability to identify opportunities for improvement
Creative problem solving skills
Strong organizational skills with excellent follow-up ability
Ability to process information, analyze data, and offer effective solutions
Demonstrated self-starter as well as a team player
Knowledge of applicable systems and tools and processes
Ability and willingness to advocate for change
Flexible work schedule
Eligibility Criteria:
Bachelors degree in any field with 2 years experience or in lieu of a degree, a high school certificate and additional 2 years of work experience.
Work Timings: Flexible work schedule
For Internal Applicants:
Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and HRM before applying for any role on Workday
Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
Must not be any corrective action plan (Formal/Final Formal) or PIP
L4 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.
L4+ Employees can apply
Grade / Level :07
Job Family Group: Contact Center Operations