Associate Director Customer Servicing Analytics

Associate Director Of Customer Servicing Analytics

We are seeking an Associate Director of Customer Servicing Analytics to join our Customer Analytics team. Customer service is an essential pillar of OneMain's growth strategy. With over 2.5MM active customers, there are numerous opportunities to better understand their interests, motivations, and financial needs / situations, and turn those insights into effective servicing strategies. This individual will manage a team of data-centric analysts and influence the work of a broader servicing analytics team, while partnering with the rest of the organization to develop and execute new strategies. This role requires deep expertise in customer analytics, a strong customer-centric mindset, digital analytics, and cross-functional leadership skills. A successful candidate will have experience analyzing the drivers of customer engagement, building strategies, partnering with product, and engineering to continuously improve customer service experience. Collaborating with various partners, the role will also have responsibilities for strategy development and implementation, reporting / insight generation, and ad-hoc analyses spanning all aspects customer servicing.

In this role :

• Own and develop all aspects of payments monitoring / reporting and insights on payment behavior
• Own and develop journey analytics that enables continuous optimization of customer payment journey
• Own experimentation agenda towards improving payment success rate
• Own and develop payments analytics / strategy that helps in driving collection KPIs
• Partner with product, engineering, and treasury teams to develop and drive new payment strategies
• Own and drive all level dashboard development across all the servicing aspects
• Develop analytical tools and frameworks to drive test design and post-test analytics, supported by statistical significance calculations, KPI dashboards, and data visualization tools
• Manage 1-2 analysts and influence a team of 5+ high-performing analysts

Qualifications :

Who We Are

OneMain Financial (NYSE : OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we've looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards, and other products help people borrow better and work toward a brighter future. Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy, and flexible work arrangements that grow lives, careers, and our company. At every level, we're committed to an inclusive culture, career development, and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There's never been a better time to shine with OneMain. Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That's why we've packed our comprehensive benefits package for full- and some part-timers with :

Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances

Up to 4% matching 401(k)

Employee Stock Purchase Plan (10% share discount)

Tuition reimbursement

Paid time off (15 days' vacation per year, plus 2 personal days, prorated based on start date)

Paid sick leave as determined by state or local ordinance, prorated based on start date

Paid holidays (7 days per year, based on start date)

Paid volunteer time (3 days per year, prorated based on start date)

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.