Senior Analyst, Customer Experience Reporting & Insights (L9)

Role Title – Senior Analyst, Customer Experience Reporting & Insights (L9)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s 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 India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s 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.
• We 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 for all to take up leadership roles.

Organizational Overview: 

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 their account balance if certain qualifying life events occur (such as unemployment, hospitalization, leave of absence, nursing home stay, disability, or loss of life). The team partners closely with client teams to optimize acquisition and engagement and works with our third-party supplier to deliver on the product promise through phone and digital servicing, and cancellation experiences. By monitoring product performance, improving customer journeys, and ensuring strong operational execution, the team helps build customer trust and deliver strong results for Synchrony and our partners

Role Summary/Purpose

This individual contributor role is responsible for consolidating, analyzing, and reporting operational data for the Payment Security debt cancellation product, including  quality monitoring, agent training, disputes, complaints, and compliance reporting.  The role serves as the SME  for reporting accuracy and data integrity, delivering  insights to  support key customer experience controls, regulatory requirements and continuous improvement, including enhancing Supplier reports.  Provides reporting support  to the Payment Security / Emerging Products team as needed.

Key Responsibilities

• Produce operational reporting (QA/call monitoring, training completion, dispute volumes/aging, complaint trends) and summarize key insights.
• Own KPI definitions and reporting governance (methodology, data dictionary, SOPs) to ensure consistency and audit readiness.
• Translate trends into drivers and actions 
• Validate and reconcile data sources; perform QA checks to ensure accuracy, consistency, and data integrity.
• Develop and deliver exception reporting and trend analysis to identify risks, anomalies, and SLA/control gaps.
• Support compliance and regulatory reporting and provide documentation/evidence for audits/exams as needed.
• Maintain issue/error logs and coordinate follow-up actions through resolution.
• Build strong cross functional relationships with supplier and internal SYF teams.
• Support ad hoc reporting and special projects for Payment Security/Emerging Products.

Required Skills & Knowledge

• Bachelor’s degree with 2+ years in a business analyst / reporting type of role or in lieu of degree 4+ years of relevant experience in a business analyst / reporting type of role (analytics/reporting, supplier management, and/or insurance processing)
• 2+ years of data analysis and reporting experience and also reporting back findings (financial services preferred).
• MS Excel (with experience /expertise with pivot tables, XLOOKUP, data validation; ability to build reporting with minimal ramp up); working knowledge of PowerPoint and Word.
• 2+ years of experience using a data visualization tool such as Tableau, Power BI or similar.
• Strong attention to detail, confidentiality, and data integrity.
• Strong written and verbal communication skills.

Desired Qualifications:

• Financial Services Industry or Insurance Industry Experience
• Advanced proficiency in MS Excel
• Creative problem solving and strong analytical skills.
• Effective communication and presentation skills
• Insurance processing experience (2+ years preferred).
• Experience building/maintaining operational dashboards and leadership-ready insights (4+ years preferred).
• Fiserv system experience.
• Strong prioritization and time management; comfortable with competing deadlines.
• Self-directed, results-oriented, sound business/technical acumen.
• Experience with Tableau for dashboards and automated reporting (basic to intermediate).

Work Timings: 2:00 PM to11:00 PM IST

This role qualifies for Enhanced Flexibility offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:00 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs)

We are proud to offer flexibility at Synchrony. Our way of working allows you the option to work from home or workspaces in our Regional Engagement Hubs—Hyderabad, Bengaluru, Pune, Kolkata, or Delhi/NCR.
Occasionally you may be required to commute or travel to Hyderabad or one of the Regional Engagement Hubs for in person engagement activities such as business or team meetings, trainings, and culture events.

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 (First Formal/Final Formal, LPP)
• L4 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.
• L8+ Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.
• L04+ Employees can apply.

 Grade/Level: 9

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