Sr. Principal Strategy & Analysis (3872) in Dallas, TX at Mr. Cooper

Date Posted: 10/7/2018

Job Snapshot

  • Employee Type:
  • Location:
    Dallas, TX
  • Job Type:
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    Not Specified
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Job Description

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

We’re reimagining the future, and building modern technology for an industry that desperately needs it.


For decades, the mortgage industry has been awash in excessive paperwork, hobbled by bad business practices and plagued by poor customer service. This industry – our industry –  needs a bold new vision for the future.

That’s where you come in. 

At Mr. Cooper we’re innovating, improving, building. We’re hard at work creating new tools, applying modern technology and redefining the customer experience. And we could use your help.

Job Description:

This Senior Principal Strategy & Analysis will serve as an internal consultant working with our business partners to improve operations, using customer journey analytics (CJA) software to drive actionable recommendations to:

  • Improve NPS/customer satisfaction
  • Reduce costs
  • Reduce churn
  • Increase sales
  • Continuous testing and improvements of customer contact strategies to optimize default performance and cost per loan
  • Consult senior management on operational design and effectiveness through project leadership and weekly business reviews
  • Pull data and perform second-level operational analysis to root-cause operational and performance variances
  • Partner with channel operations teams to optimize/streamline execution and propose functional enhancements
  • Provide data stewardship to key infrastructure projects and partners with reporting team

This is a demanding, rewarding position that is 1-part management consultant, 1-part data analyst, 1-part customer experience subject matter expert, and 1-part product evangelist.  This is a position for a high horsepower individual that wants to have impact and able to drive people, process, and system improvements worth millions of dollars.



  • Strategic leadership:  Drive step-change improvements in business effectiveness by connecting drivers of consumer trends to historical behavior, creating models, and testing hypotheses using rigorous monitoring and analysis
  • Partnership:  Work closely with colleagues across:  Technology Ops, Risk, Dialer Management, Operations and others.
  • Communication: Impeccable written and oral communication credentials to drive agreement through intellect, interpersonal and negotiation skills. Role will require frequent executive and operations communication – ability to distill complex analysis for simple action oriented messaging is a must.
  • Strategic & analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation
  • Execution:  Manage and sequence delivery of business intent, build business requirements and execute against the strategy. Oversee multiple projects and programs concurrently
  • Results oriented: display an intense focus on achieving both short and long term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment
  • People leadership:  Manages and develops 1-3 analysts.  Coaching and mentoring associates with a goal of developing and retaining talent


  • 10 + years’ experience. Preferred experience includes customer operations, management consulting, contact centers, digital channels, customer experience, operations/process improvement, Big Data analytics, lean/6 sigma; preferred industry experience includes financial services and other larger B2C enterprises
  • Bachelor’s degree required. Relevant graduate degree (MBA, analytics, industrial engineering, etc.) a plus
  • Experience in customer experience analysis, including web analytics, customer segmentation analysis, contact center analysis, marketing analytics, etc. a plus. Prior experience with process decomposition and process improvements a plus
  • High degree of comfort performing analysis on large, often imperfect data sets this is a analytics role
  • Experience with Big Data analytics and data modelling a plus. Experience with SQL, SAS, Talend or similar tools preferred
  • Strong problem identification and analytical skills. Solid experience in using analytics to solve business problems
  • Must be very comfortable with Microsoft Excel, and able/willing to learn new analytics software
  • Exceptional critical thinking skills, including the ability to quickly assimilate new information
  • Excellent communication, presentation, writing and interpersonal skills - need to be able to make effective PowerPoint slides
  • Professional people/client/team skills required Superior people/client/team skills a plus
  • Strong work ethic, high initiative, and attention to detail required

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Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

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