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Associate Director –Customer Servicing Analytics

Location: Wilmington, Delaware

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What makes a Associate Director –Customer Servicing Analytics successful at OneMain? Check out the top traits we’re looking for and see if you qualify.

  • Adaptable
  • Analytical
  • Curious
  • Entrepreneurial
  • Inventive
  • Problem Solver

Culture

  • We foster an entrepreneurial spirit that's powered by a national brand – our teams are empowered to make a difference
  • We encourage teams to take ownership of initiatives in this fast-paced, innovative culture so they can drive solutions that stay ahead of customer needs
  • We promote collaboration through Connectivity Days, aimed at strengthening in-person relationships and engagement within our sites
  • We promote avenues to allow team members to expand their professional capabilities and continuously develop skills, facilitating upward mobility and career progression
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I like working at OneMain because of the opportunity it provides. You get to work with a lot of talented people, a lot of motivation to better the lives of our customers and a lot of fun technology that you get to interact with on a daily basis. I feel like I have many different options that I can take on yearly.

Andy W., Software Developer

Benefits

  • Blue circular icon with 4 people illustrations

    We promote social and family well-being by offering paid time off for volunteer hours and providing family back-up care.

  • Blue circular icon with open hands holding heart

    We offer extensive, comprehensive coverage to support team members’ needs physically and mentally, such as access to Talkspace and Hinge for on-demand physical therapy via an app.

  • Blue circular icon with piggy bank

    We offer financial wellness that includes 401(k) with match, ESPP, tuition reimbursement and tools like subscription cancelation that help you stay on top of your financial goals.

Associate Director –Customer Servicing Analytics

Location: Wilmington, DE
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Job Number R2507-46959 Date posted 07/09/2025

We are seeking an Associate Director of Customer Servicing Analytics to join our Customer Analytics team. Customer service is an essential pillar of OneMain’s growth strategy. With over 2.5MM active customers, there are numerous opportunities to better understand their interests, motivations, and financial needs/situations, and turn those insights into effective servicing strategies. This individual will manage a team of data-centric analysts and influence the work of a broader servicing analytics team, while partnering with the rest of the organization to develop and execute new strategies.

This role requires deep expertise in customer analytics, a strong customer-centric mindset, digital analytics, and cross-functional leadership skills. A successful candidate will have experience analyzing the drivers of customer engagement, building strategies, partnering with product, and engineering to continuously improve customer service experience.

Collaborating with various partners, the role will also have responsibilities for strategy development and implementation, reporting/insight generation, and ad-hoc analyses spanning all aspects customer servicing.

In this role:

  • Own and develop all aspects of Payments monitoring/reporting and insights on payment behavior

  • Own and develop journey analytics that enables continuous optimization of customer payment journey

  • Own Experimentation agenda towards improving payment success rate

  • Own and develop payments analytics/strategy that helps in driving collection KPIs

  • Partner with Product, Engineering and Treasury teams to develop and drive new payment strategies

  • Own and drive all level dashboard development across all the servicing aspects

  • Develop analytical tools and frameworks to drive test design and post-test analytics, supported by statistical significance calculations, KPI dashboards and data visualization tools

  • Manage 1-2 analysts and influence a team of 5+ high-performing analysts

Qualifications:

  • Bachelor’s Degree in a quantitative discipline, such as Engineering, Statistics, Economics, Data Analytics or Computer Science. MBA, or an equivalent combination of education and professional experience is strongly preferred

  • 5+ years of analytical experience in digital servicing/marketing space

  • 2+ years of experience managing analysts; proven ability to build and incentivize high-performing analytical teams

  • Advanced Excel skills required; proficiency with SQL required SAS and/or Python a plus

  • Experience leveraging digital analytics and data visualization tools.

  • Strong cross-functional communication and influencing skills, including experience presenting to and getting buy-in on strategy from senior executives

  • Lending or consumer finance industry experience preferred

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with: 

  • Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances 

  • Up to 4% matching 401(k)   

  • Employee Stock Purchase Plan (10% share discount)   

  • Tuition reimbursement   

  • Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date) 

  • Paid sick leave as determined by state or local ordinance, prorated based on start date 

  • Paid holidays (7 days per year, based on start date) 

  • Paid volunteer time (3 days per year, prorated based on start date) 

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