Navient Sr Strategy Analyst - Communication Strategies in Wilkes-Barre, Pennsylvania
Navient (Nasdaq: NAVI) provides asset management and business processing solutions to education, healthcare and government clients at the federal, state, and local levels. We help our clients and millions of Americans achieve financial success through our services and support. Headquartered in Wilmington, Delaware, Navient employs team members in Western New York, Northeastern Pennsylvania, Indiana, Tennessee, Texas, Virginia, and other locations. Learn more at navient.com.
Responsibilities include supporting campaign strategies and development as well as data mining, analysis, reporting, and ensuring integrity of the Communication Strategies and Customer Touch-Point database environments. The senior analyst will also support projects related to analyzing the impact of communications and other outlying factors that contribute to customer experience as well as drive incremental call and back-office processing volume. This position requires collaborating with varying levels of personnel, interpreting customer requirements, producing campaigns utilizing multiple channels, and the ability to present findings to senior management. The senior analyst must have the ability to make independent decisions while keeping management apprised of progress or issues and work both independently and within a team-focused environment.
- Campaign strategies and production utilizing multiple channels
Provide assistance with campaign development including data mining using MS SQL, Impala, or SAS eGuide based on defined requirements or running existing jobs as needed.
Provide suggestions on campaign strategies and delivery channels to achieve business goals.
Create and maintain existing ERDs and comprehensive data dictionaries.
- Infrastructure development and maintenance
Establish data feeds from multiple platforms including mainframe unloads, Oracle, SQL, and EDW tables by leveraging appropriate tools such as SSIS, SFTP, Sqoop, etc.
Utilize logic approved by Navient's risk partners to create integrated customer level, loan level, and full portfolio views and tables needed to perform data analysis, modeling, reporting, and campaign production.
Maintain history tables of all analytic tables/views that are generated by Communication Strategies, ensuring all necessary data elements are retained to respond to audits and success measures.
Assist with automating jobs in production as directed.
- Customer Touch-Point Database
Assist with identifying and understanding new data sources associated with customer communications or outlying items that may to contribute the customer's experience with Navient (i.e., touch-points, system issue tracking, MYL releases, remediation efforts, etc.). This includes meeting with subject matter experts to understand processes and identify special considerations in its usage.
Assist with automating feeds of any new data sources to the SQL database and/or Hadoop database.
Complete and maintain documentation of all data sources including data dictionaries, logic used, business area contacts, and location of source data and review annually with business owners to ensure data integrity.
Incorporate new data sources into the web-based interface for non-technical end users as well as appropriate tools for technical users against the Hadoop database.
Assist with the analysis of customer touch-point database trends to provide a holistic view of both incoming and outgoing items that contribute to the customer experience.
Assist lead analysts in performing cost-benefit analysis on existing campaigns as well as analyzing potential areas that cause customers to reach out for assistance. This will include such things as identifying gaps or overlaps in borrower touch-points, and analyzing trends using various modeling techniques.
Utilize multiple querying platforms such as SAS, SQL, SSRS, SSIS, Impala, etc. to help in the development, automation, and distribution of numerous styles of reporting.
Work with end users to develop requirements and provide meaningful reporting views and/or dashboards
Complete ad-hoc requests from multiple business areas.
- Daily production support, validation, and Forecasting notifications
Provide backup support as needed to ensure all scheduled jobs and processes are produced as expected. This will include reviewing reconciliation reports and identifying and resolving production failures or loads.
Perform validation on new campaigns by following test-plan procedures.
- Organization, Planning and Analysis
Develop specific, detailed timelines with timetable descriptions for strategy implementation
Manage implementation and review of existing / new operational strategies, analyses and models simultaneously
Keep leaders in operations, business lines and business support groups informed of ongoing developments and early indications of strategy or model performance and operational metrics.
Other duties as assigned
Will consider candidate working at any Navent location
*This position will support a federal government contract. Applicants must be able to obtain Public Trust security clearance as required of federal government contractors to include a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. For this level of clearance, applicants must possess U.S. citizenship *
Bachelor's Degree - Business, Computer Science or Statistics (additional equivalent experience above the required minimum may be substituted for degree).
Minimum 3 years of experience in reporting, analysis and strategy development in the financial services industry
Minimum 2 years of SQL, SAS, or equivalent querying language experience
Minimum 2 years of experience working as a project lead or key participant in multiple projects
Ability to develop and implement business strategies
Proven ability to analyze large amounts of raw data to identify trends within the data that could be used to define and drive strategies and segmentations
Proven ability to proactively identify opportunities based off his/her analytical insight
Demonstrated ability to meet or exceed deadlines with fluctuating work load in a time-sensitive environment
Demonstrated leadership/mentoring ability for less senior team members
Ability to adjust to fluctuating work load with the pressure of aggressive deadlines
Strong oral and written communication skills required to effectively and concisely present key findings to senior management
Strong working knowledge in presenting quantitative data via PowerPoint, Excel, Word, etc.
OTHER HELPFUL EDUCATION OR EXPERIENCE:
Familiar with modeling software such as eMiner, Data Meer, etc.
Student loan experience preferred
Ability to deal with unstructured data
Familiar with Hadoop databases
KNOWLEDGE, SKILLS and ABILITIES:
Self-motivated, result oriented
Positive attitude, out-of-the-box thinking, and customer service oriented
Excellent organization skills and attention to detail
Ability to successfully manage multiple projects simultaneously
Ability to identify issues, create resolutions and implement change using sound business judgment
Ability to maintain flexibility in a fast-paced, time-sensitive, changing business environment
Proficiency with Microsoft Suite, SQL Management and Visual Studio
Proficiency with SQL query languages, knowledge of SAS, SSIS, eGuide
All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a federal government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.
EOE Minority/Female/Disability/Protected Vet/Sexual Orientation/Gender Identity.
Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.
Navient is a drug free workplace.