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Digital Quality Program Management Analyst
Location : New York, New York City
Refer job # LTQP339528

Job Responsibilities and Requirements: Duties: Conduct organizational studies, product reviews, and customer experience analysis in order to define and deliver best-in-class digital experiences and capabilities. Contribute to the development of near- and long-term action plans and deliverables for digital services, including establishing and implementing a governance structure and an internal procedural framework to monitor and improve site health and quality across the company s customer-facing websites in multiple regions, utilizing knowledge of the Software Development Lifecycle. Conduct data analytics of large data sets to understand how customers are using the company s platforms, proactively detect instances of platform inefficiencies, and identify opportunities to improve the customers digital experience on both desktop and mobile technologies. Partner with stakeholders across the Bank and within the Cards division by driving innovation for business growth using Tealeaf customer experience management software and knowledge of financial products, applying anti-money laundering, fraud and information security rules. Utilize HTML, CSS JavaScript and SQL to create custom Tealeaf configurations based upon explicit business needs and best practices and collaborate with key business stakeholders to proactively review planned website changes to identify and mitigate Tealeaf impacts. Lead efforts to connect with internal organizations to define the appropriate incident notification and escalation interaction model for customer pain-points. Generate and maintain scorecards and measurements that track trends and performance across the company s various digital properties, tracking successes and setting schedules for improvement. Contribute and present business insights about the digital product capabilities and customer experiences that the company provides to senior level partners across the Bank within the Cards division to support product design and the rollout of enhanced capabilities. Use VBA scripts, macros, formulas and pivots in MS Excel to compile weekly reporting of metrics on site performance and error rates and provide updates to senior management detailing current accomplishments and progress. Requirements: Requires a Masters degree in Business Administration, Information Systems Management, Computer Science or related field and 2 years of experience in the position offered or as a Management Analyst/Associate, Data Analytics Analyst or related position. Alternatively, employer will accept a Bachelor s degree in the stated fields and 5 years of progressive, post-baccalaureate experience in the stated positions. Must have 2 years of work experience with: Conducting data analytics for large data sets; Software development life-cycle and Agile methodology; JavaScript programming and web markup, including HTML and CSS; reading and writing SQL, reviewing query performance and optimizing code; and developing VBA scripts, macros, formulas and pivots in MS Excel. Must have 1 year of experience with: conducting data analytics for financial products, applying anti-money laundering, fraud and information security rules; and project management including business planning and budgeting.



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