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

Date Posted: 8/7/2018

Job Snapshot

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  • Location:
    Dallas, TX
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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

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.



  • As part of a team, perform business-oriented root-cause analytics of customer journey data (i.e. IVR, call center, web, email, chat, mobile app, NPS etc.) using CJA software.
  • You will typically be leading a work stream, as part of a larger team, and you may have 1-3 resources that you are managing. While projects/initiatives vary, the objective is always to combine powerful ‘Big Data’ insights generated with the software and with traditional, hands-on process improvement techniques to generate root cause understanding of challenging business issues
  • Develop actionable recommendations and business cases, typically through compelling PowerPoint presentations to facilitate communications with the client at all levels (frontline, manager, executive)
  • Support analytical model development/engineering efforts by defining the product roadmap, writing business requirements, and conducting/leading user acceptance testing (UAT)


  • 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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