Note: The job is a remote job and is open to candidates in USA. Mission Lane is a purpose-driven fintech company using data, technology, and exceptional service to help people achieve financial progress. The Senior Manager, Business Analytics will lead delinquent customer contact strategy by developing data-backed, customized outreach schedules, testing channel performance, and creating a strategic roadmap for customer engagement.
Responsibilities
- You’ll be responsible for building data-backed, customized outreach schedules built on learnings from Champion / Challenger testing across text, email, and phone calls. The goal is to ensure the most effective engagement with past due customers so we can support them. Within your first year, you'll have a tested, data-backed view of which channel mix works best for which customer segments, and a roadmap for where contact strategy goes next
Skills
- 5+ years of analytics experience, in financial services, contact/outreach strategy, or collections and recovery
- Hands-on experience running A/B or Champion/Challenger tests to compare channel or messaging performance
- Proficiency in SQL, with familiarity in Python
- A track record of independently resolving complex problems on contact or engagement strategy
- Proven experience leading complex, cross-functional projects involving multiple teams and stakeholders
- Experience translating broader business strategy into a functional roadmap for customer contact or engagement
- A track record of partnering with senior or executive leadership to shape strategy, not just execute against it
- Direct experience in collections and recovery strategy (or similar contact/outreach strategic analysis experience)
- Familiarity with AI-driven contact channels (voicebots, chatbots, or outbound AI agents)
Benefits
- Participation in our annual incentive program
- Equity
- Paid time off
- 401(k) match
- A monthly wellness stipend
- Health/dental/vision insurance options
- Disability coverage
- Paid parental leave
- Flexible spending account (for childcare and healthcare)
- Life insurance
- A remote-first work environment
Company Overview