Sr. Retention Operations Analyst

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Summary of this Role 

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Global Payments is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

We seek an experienced and talented Sr. Retention Operations Analyst to join our Global Retention Operations team. The Sr. Retention Operations Analyst  is responsible for analyzing customer behavior, identifying key drivers of attrition, and providing data-driven insights to enhance operational performance. This role leverages operational analysis, an understanding of statistical modeling, and cross-functional collaboration to optimize retention initiatives, improve customer experience, and drive long-term business growth. The ideal candidate will have a strong background in handling complex data sets, possess excellent data storytelling skills, and demonstrate a passion for driving innovation and implementing change in a dynamic environment.

Key Responsibilities

• Data Analysis: Gather, analyze, and interpret customer data to identify trends, patterns, and potential issues affecting retention. 

• Cross-Regional Standardization: Establish frameworks to compare operational data and retention trends across different markets by adjusting for regional differences and develop consistent definitions for retention operational KPIs across global teams to ensure accurate comparisons.

• Modeling and Forecasting: Partner with the data science team to enhance and operationalize predictive modeling to reduce attrition and measure the impact of retention strategies.

• Performance Monitoring: Track key performance indicators (KPIs) related to customer retention, engagement, and satisfaction to assess the effectiveness of initiatives.

• Reporting and Communication: Develop comprehensive reports, dashboards, and presentations to share insights and recommendations with key stakeholders.

• Process Improvement: Collaborate with the Enablement Team to evaluate and refine customer retention processes, identifying areas for optimization and efficiency gains.

• Collaboration: Work closely with cross-functional teams to drive process improvement and change, based on data outcomes and mutual buy in to align retention strategies with business objectives.

• Automation of Data Normalization: Work with data engineering teams to automate the transformation of raw data into standardized formats for global reporting.

Minimum Qualifications

• Bachelor’s Degree 

• Typically a minimum of 5-6 years related professional experience

• Technical expertise in data analysis tools such as Excel, SQL, Python, R, or visualization platforms (Tableau, Power BI, etc.)

• Strong analytical skills with the ability to interpret complex data and translate findings into actionable insights

• Strong problem-solving abilities to identify root causes of churn and develop targeted solutions

• Skilled at data storytelling - synthesizing large data sets and crafting an actionable narrative that can be presented to all levels of leadership.

• Excellent communication skills for presenting data-driven insights to both technical and non-technical audiences

• Project management skills with the ability to handle multiple initiatives simultaneously

• Solid understanding of customer lifecycle metrics, retention drivers, and business impact

• Prior experience in customer retention, operational analytics, or a related field preferred

Preferred Qualifications

• Master's Degree

• Related professional experience in the credit card industry

• Proficiency in statistical analysis and data modeling techniques

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].