Digital Contact Strategy

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

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all. 

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group:

Credit