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Operations Analytics Analyst

Job Posting Title

Job Description Summary

The Operations Analyst will be responsible for leveraging data from across the entire business to drive efficiency and effectiveness improvement in Operations. You will identify friction points, quantify impacts & drivers, and then partner with the other partners to address and improve processes and procedures through meaningful project initiatives. You will be supporting our production managers in Service, Sales, Collections, Banking, and Back Office distributed across multiple channels including Phone, Email, Chat, and SMS. By driving these efficiencies, you will strengthen LendingClub’s value proposition and ensure that every customer becomes a life-long member. Your work will directly impact the experience of millions of LendingClub Members, and the work of hundreds of your front-line coworkers. If you find yourself constantly asking the question “Why?” and are always looking for ways to “make it better next time”, we would love to hear from you!

Job Description

Help stakeholders and leaders to understand and define their business problems, i.e. what are they trying to solve?
When needed, build new data layers and views to gain insight into the business problems.
Take projects from conception, through research, implementation, and presentation of insights to senior leadership and key partners. Gather and incorporate feedback and lead laterally/upward to gather buy in and drive forward.
As appropriate, design and develop data pipelines and build self-service tools and dashboards that will solve potential future requirements, not just today’s needs.
Working with stakeholders, establish governance, controls, and processes to effectively manage VOM KPIs in an ongoing fashion
Manage multiple ongoing projects simultaneously while working with stakeholders to understand and set priorities/expectations
Be a touchstone of expertise for all things related to the Member Experience. Fingers on the pulse, and eyes on the horizon
Support your fellow analysts as needed to boost the efficiency and effectiveness of their solutions

Additional Job Description

You have a strong understanding of contact centers and systems and can thrive in a fast-paced, constantly evolving, high-volume environment. You maintain a flexible task list and are constantly in tune with all customer-facing departments and external stakeholders. You have a maniacal focus on the Member Experience and are constantly looking for ways to make it better through your analysis and recommendations.

Skills:

Strong analytical and organization skills, with the ability to compile, analyze, summarize, and gather actionable insights from large amounts of raw data using BI tools
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
Strong knowledge of SQL and/or a scientific computing language (such as R or Python)
Proven ability to build and maintain stakeholder relationships across multiple operational departments
Top-notch presentation skills with the ability to wow your audience with deep analytics and convincing recommendations.
Excellent proficiency in data visualization tools with a focus in top-down reporting (Tableau development experience a strong plus).
Advanced Excel Skills (e.g. advanced functions, named ranges, macros, pivot tables, data connections, etc.).

Preferred Qualifications:

0-2 years of practical analytics experience
Bachelor’s degree in a quantitative discipline required.
Deep experience with database structures, schemas, and data pipelining. Experience with APIs is a plus.
Prior experience with financial services or customer analytics a plus.
Experience in the financial services industry, including Personal Loan and Credit Card portfolios
Heavy experience in continual process improvement and optimization. Certification in Six Sigma/Lean/ISO or similar & formal RCA methods a plus.
Strong understanding of call center operations & metrics (i.e., AHT, Adherence, Occupancy, etc.) and underwriting productivity metrics (i.e., throughput, turnaround time, etc).

Work Location
Lehi, Utah

We are currently working a hybrid schedule and our teams are in-office Tuesdays, Wednesdays and Thursdays.

Time Zone Requirements
Primarily MT.

Travel Requirements

If you need to travel for work, LendingClub will cover your travel related expenses.