Position: VP/Director, Present Customer Analytics

Location: Wilmington, DE

• This role is Hybrid and requires candidates to be within a commutable distance to our DE office

We are seeking a VP/Director of Present Customer Analytics to join our Marketing Analytics team. Analyzing and Marketing to Present Customers (PCs) 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, and turn those insights into profitable marketing strategies. As a key member of the Marketing Analytics leadership team, this individual will manage a team of data-centric analysts, while partnering with the rest of the organization team to develop and execute new strategies.

This role requires deep expertise in customer analytics/CRM, a strong customer-centric mindset, and cross-functional leadership skills. A successful candidate will have experience analyzing the drivers of customer engagement and loyalty, building cross-sell/upsell strategies, and partnering with channel owners to continuously improve communication with existing customers.

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

In the Role

• Own and develop all aspects of Present Customer reporting. Present insights on PC trends to various stakeholders, up to C-level

• Own Loyalty analytics (NPS, Digital Engagement, usage of online account management and mobile app, etc.) and partner with the Marketing team to develop strategies to increase OneMain customers’ engagement and satisfaction levels

• Own Servicing analytics; identify opportunities to digitize key servicing experinces to reduce customer calls, increase share of self-serve experiences and improve customer satisfaction. Serve as the business lead for Fast Track Renewal, a fully digital tool making it easier for existing customers to renew their loans

• Partner with the Card team to develop and analyze product cross-sell strategies. Be a stakeholder on a team that advances OneMain’s strategic agenda to become a multiproduct company

• Own customer retention and early pay off reduction strategies

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

• Partner with Data Science to influence the development of new models to help improve PC performance and cross-sell conversion rates

• Partner with other members of the Marketing Analytics team, as well as with Finance and Risk to provide input to forecasts and budgets, and to prioritize initiatives based on ROI targets

• Manage a team of high-performing associates

Requirements

Bachelor’s Degree in a quantitative discipline, such as Engineering, Statistics, Economics, Data Analytics or Computer Science. MBA or Masters with a focus on Marketing or related fields preferred or an equivalent combination of education and professional experience

• 7+ years of analytical experience in digital marketing with a focus on current customer analytics and CRM

• 3+ years of experience leading teams; proven ability to build and incentivize high-performance analytical teams

• Advanced Excel skills required; experience with SQL, SAS and/or Python is a strong plus

• Experience leveraging data visualization and digital marketing tools such as Power BI or Looker

• Strong cross-functional communication and influencing skills, including experience presenting to and getting buy-in on strategy from C-level 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-time employees 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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