Lead Business Intelligence Analyst - Discover Consumer Complaints

Discover Financial Services - Riverwoods, IL3.9

Full-timeEstimated: $110,000 - $140,000 a year
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers, and which is consistently awarded for both. We’re all about people and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

The Discover Consumer Complaints (DCC) team is seeking a Lead Business Intelligence Analyst to drive complaint reporting strategy, advanced analytics, text mining, and insight development on several high-profile initiatives. This individual will be involved in the strategy and evaluation of all Consumer complaints. They will need to encompass both an analytic and business skill set to properly convey reporting and strategic input to the Card and Bank business analyst teams.

This position is responsible for deep dive analysis and interpreting enterprise-wide complaint data for the Discover Consumer Complaints (DCC) team with advanced analytics tools. The majority of time is spent on coordinating with business analyst, providing comprehensive data analysis, forecast modeling and developing or enhancing long term analytical solutions.

Concentrating on collecting and analyzing data to assist the DCC team, business units and management across the enterprise in trending and managing customer complaints and implementing remediation efforts to reduce complaints and improve the customer experience.


Develop high level monthly reporting for upper management that encompasses all complaints across the business
Develop executive level reporting to measure progress to goals
Interpret and analyze data with the ability to provide thought leadership and strategic insight to the organization
Develop and maintain Tableau visual dashboards in support of business partners to provide holistic view of managing their complaint data
Serve as subject matter expert for text analytics, report automation and data visualizations.
Identify patterns and trends in complaint data sets
Leverage deep expertise and statistical analysis to develop and implement strategic solutions supporting a variety of survey enterprise level initiatives and large-scale insight projects across different business units within Discover.
Responsible for designing analytical frameworks, creation of analytics roadmap, and planning and scoping of analytics projects.
Cross functional problem solving to identify the solutions to optimize the outcome from enterprise level
Manipulate comprehensive data and communicate it back to business via graphical representations to help drive continuous improvement
Partner with business analyst and process owners on analytics projects from concept to delivery.
Implement models and develop strategies in partnership with business analyst. Identify value drivers and partners with business analyst and process owners to define success measures and value measurement methodology.
Provide input and consultation to business partners on various statistical, technical, data, or business issues.
Present the results of analyses and strategy recommendations regarding customer experience to senior leadership and business partners.
Lead the development of consumer complaint analytics standard work and identifies best practices and processes to improve team productivity.
Provides all facets of support for all deployed Business Intelligence projects, identifies root cause of issues, and actively participates in guiding resolution.
Functions as a BI technical consultant, partnering with business users to gather, document, and develop data and information requirements to answer the business questions being asked. Researches and identifies the correct enterprise data stores to use as the source of truth for the information, working in close partnership with the technology and business teams.
Ensures all assigned projects adhere to the enterprise design standards for visual design, data governance, and performance, including cross validation of source data, development of routine data quality checks, and performance testing under different enterprise load conditions.
Develops creative and innovative ways to answer critical business questions by augmenting existing data assets or driving the development of new ones. Leverages technical expertise and data storytelling abilities to transform the business requirements into impactful and efficient analytic solutions, leveraging the full power of all enterprise Business Intelligence tools available.
Guides the User Acceptance testing, project documentation, and deployment processes for all assigned BI projects, including regular-reoccurring project updates on completion status to project sponsors.
Minimum Qualifications

At a minimum, here’s what we need from you:
Bachelor’s Degree in Computer Science, Mathematics, Statistics, Quantitative, or related field
6+ years of experience in Data Analytics and Query Design in a quantitatively driven industry, or related field
2+ years of hands-on experience, utilizing industry-leading Business Intelligence Tools such as Tableau, Power BI, or Qlikview to develop robust, interactive, and visually impactful dashboards, or related field
2+ years of hands-on experience developing optimized, complex SQL queries across large volumes of data in both relational and multi-dimensional data sources such as Teradata, Hadoop, Amazon Redshift, or Hyperion Essbase, or related field
In lieu of a degree, 8+ years of experience in Data Analytics and Query Design in a quantitatively driven industry, or related field

Preferred Experience

Master’s Degree in Business, Engineering, Computer Science, Mathematics, Statistics, Economics, Finance
4+ years of experience in a Quantitative/Analytics/Data Science/Technical role
Deep experience in market research or large-scale survey design and development, including sampling strategy, questionnaire design, fielding methods, maximizing data integrity, reliability and validity.
Superior communication skills including the ability to form/strengthen relationships, deliver impactful insights in an accessible, understandable, and compelling way to others
Strong project management skills and is able to handle multiple tasks at same time.
Advanced proficiency in the analysis of text data, using manual categorization methods or text analytics. Ability to skillfully combine results of quantitative and qualitative data into overall insights.
Strong analytical mindset, collaborative team player, superior project management skills, extremely proactive, proven learning agility
Experience leading large-scale, high visibility projects, and dealing skillfully with multiple competing priorities
Advanced experience in Text Mining such as the ground-up development of taxonomies for large insight programs

Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.