Sr. Contact Channel Performance Analyst Hybrid

Salary Range:

$90,000 - $110,000

We are seeking a dynamic Sr. Contact Channel Performance Analyst to lead and optimize our subrogation contact campaigns across multiple channels. In this senior role, you will own the end-to-end strategy and execution of outreach initiatives - from voice-to-voice calls and print mailers to digital channels like email, SMS, and click-to-chat. Your mission is to maximize engagement and recovery outcomes by designing a cohesive contact model, ensuring compliance, and continually refining approaches through data-driven insights. You will collaborate closely with cross-functional partners (Operations, Legal, Compliance, Technology) to maintain high standards and innovative practices. This position is the single point of accountability for multi-channel contact effectiveness, translating strategy into measurable business results. Position is hybrid in our Bloomington, IL headquarters.

Key Responsibilities:

• Lead Multi-Channel Campaign Testing: Own the full strategy and execution of subrogation contact campaigns across phone, mail, email, SMS, and chat channels. Ensure each campaign is cohesive, targeted, and effective, serving as the go-to leader for contact performance.
• Design and Govern Contact Model: Define and continuously refine the contact approach (e.g., outreach cadence, channel mix, messaging guidelines, escalation paths). Establish standards that ensure outreach is consistent, compliant, and customer-centric.
• Process & Compliance Oversight: Develop and enforce robust processes, policies, and controls for all contact activities. Partner with Operations, Legal, Compliance, and Tech teams to maintain regulatory compliance (e.g., privacy, consumer protection) and uphold company policy across all touchpoints.
• Performance Optimization: Monitor and analyze channel performance metrics (contact rates, conversion/recovery rates, response times, etc.). Use data analytics and A/B testing to identify opportunities for improvement. Drive initiatives to optimize contact effectiveness, increase recovery outcomes, and reduce cycle times.
• Continuous Improvement & Innovation: Lead ongoing enhancements to our engagement strategies. Manage relationships with contact vendors (e.g., dialer or mailing service providers) to ensure high performance. Champion the adoption of new tools and technologies (such as automation or advanced analytics) that expand our contact capabilities and improve efficiency.
• Cross-Functional Leadership: Collaborate with internal stakeholders to align contact strategy with broader business goals. Provide clear communication and training to operations teams on contact protocols and ensure everyone is equipped to execute the strategy effectively.
• Accountability for Results: Take ownership of contact campaign outcomes. Regularly report on key performance indicators and progress to senior leadership. Ensure that our contact strategies translate into tangible business results and continuously adjust tactics to meet or exceed targets.