AVP, Digital Contact Strategy

About this role

Role Summary/Purpose:

The AVP, Digital Contact Strategy will be responsible to develop, deliver and manage collections strategies for digital channels (emails, text messages, mobile app), leveraging statistical methods, advanced analytics, and deep domain expertise.  The role will develop new and improve existing customer focused digital contact strategies using advanced analytics and predictive modeling techniques across multiple large national retail portfolios. The AVP is a thought leader in the team, asking questions and proposing ideas to test new concepts. The AVP initiates and leads these projects, working closely with stakeholders throughout the process, from initial discussions to strategy execution and performance measurement within established rigor.

Our Way of Working:

We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events. 

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

Core responsibilities include the following: • Develop collections contact strategies for digital channels (including mobile app, email and text) for secured and unsecured consumer revolving and installment portfolios.

• Develop, test and rollout of contact strategies for various sub-populations (e.g., customers who have requested no calls, customers working with debt settlement companies).  Includes developing the business case, obtaining all approvals, partnering with Operations and IT to implement, ensuring appropriate controls, and ensuring robust reporting and monitoring.

• Develop new segmentations using advanced analytics techniques; includes pulling data, defining target variable, developing segmentations, optimization, completing in-time and out of time validations, completing required documentation and obtaining required approvals

• Generate data-driven insights to identify growth and improvement opportunities, ensuring strategies remain agile and aligned with evolving customer behaviors and business goals.

• Develop performance reporting that reflects comparisons to forecast. Partner with the forecasting and capacity team on Op Plan assumptions and monthly variances to plan.

• Drive automation and process excellence initiatives to enhance operational efficiency, improve customer engagement, and optimize collections outcomes.

• Partner with Strategy Delivery, Process teams and Operations to ensure strategies are working correctly. Requires assessing post-implementation execution and performance

• Coordinate with Client Managers, Credit and Portfolio teams to ensure effective two-way communication of upstream changes and their downstream impact and provide an update on strategy initiatives and their performances.

• Complete regular reviews of strategies with Compliance, Legal and Fair Lending to ensure strategies comply with applicable laws, regulations and company policies.

• Ensure robust governance, processes and controls are in place. Prevent, detect and remediate issues.  Comply with company policies and control requirements for Non-Model Tools / strategies.

• Complete regular benchmarking.  Stay abreast of industry trends to identify emerging opportunities and risks.

• Participate in ad-hoc projects and analyses as needed.

• Perform other duties and/or special projects as assigned

Qualifications/Requirements: • Bachelor’s degree with a minimum 3+ years of strategy, analytics or credit risk management experience or, in lieu of a Bachelor’s degree, 7+ years of strategy, analytics, or credit risk management experience.

• 3+ years of experience using data analytics and segmentation platforms (e.g., SAS, SQL, Python/R).

• Strong relationship building, communication (verbal, written) and influencing skills

• Strong PC proficiency (Microsoft Office suite including: Word, Excel, PowerPoint, and Outlook) or comparable software application.

• Ability and flexibility to travel for business as required

Desired Characteristics: • Master’s or equivalent degree in a Mathematics, Statistics, Operations Research, Economics, Finance, Science or Engineering

• Collections and/or Recovery strategy experience in consumer lending (ideally credit card) industry.

• Experience developing collections contact strategies, including email creatives, text messages, letters and/or statement messages.

• Advanced skills in SAS, SQL, Data mining and E-Miner / similar decision tree software

• 3+ years’ experience in Advanced Analytics, Model Development / Validation, Credit / Risk Management or / Collection Strategy

• 3+ years' experience with strategy analytics, including leading champion vs. challenger testing from start to finish and developing CHAID segmentations

• Strong problem solving skills & attention to detail

• Experience presenting to senior leadership

Grade/Level: 10                                                        The salary range for this position is 100,000.00 - 170,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.                                                        Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Our Way of Working : We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.    *Field Sale

Similar jobs

• AVP Digital Transformation — McKesson · Remote
• AVP Strategic Sales — Jade Global · San Jose, CA
• AVP, Product Marketing — Sentinellabs · Remote
• AVP, Product Marketing — Tiaa · TX | Charlotte Main 8500 Carnegie Blvd | New York, NY - 730 Third Avenue
• AVP - Pet Partners and Digital Experience — Synchronyfinancial · Costa Mesa Engagement Hub CA | Stamford Engagement Hub CT | Kansas City Engagement Hub KS
• AVP, Technology Vendor Relationship Manager — LPL Financial · Fort Mill/Charlotte
• AVP, Head of Brand Content — Nasdaq · New York, New York City, United States
• AVP, Global Media Relations — Tiaa · Dallas, TX | New York, NY