DIMENSION & SCOPE :
The Analyst will deliver analysis of social media, customer experience, digital experience, voice & text, operational performance and other data streams to identify, recommend and support business enhancement strategies to improve the overall performance of each client.
This position works on an analytic team to assess key customer, internal and other processes that have an impact on the customer journey.
The Analyst also designs and implements initiatives to improve the customer journey and / or client internal processes. The Analyst will interpret data, identify root causes, build client relationships and contribute to the development of improvement efforts.
In more specific terms, detail function-by-function / responsibility-by-responsibility what the incumbent is held accountable for over a given period of time, beginning with the major duties.
PRIMARY DUTIES AND RESPONSIBILITIES :
Demonstrate experience in applying contemporary improvement techniques and producing results for a function and / or business unit.
Assesses current business performance against the business strategy for a specific site and / or function.
Analyzes qualitative and quantitative data and identifies opportunities. Performs analysis of large client data sets and provides recommendations for improvement related to the project with limited direction.
Proactively determines areas for drill-down focus and conducts follow-up analyses to understand the drivers of performance gaps.
Conducts planning, data collection, data cleansing and data linkage in preparation for analysis.
Reviews and documents current processes as part of gap or root cause analysis and input to improvement initiatives; identifies gaps that may be contributing to overall business and CX results.
Reviews client documentation related to the initiative. Conducts assessments.
May employ tools such as BI, speech analysis, text analysis, or other advanced analytic tools to develop insight.
Facilitates and conducts root cause analysis to determine the underlying drivers behind gaps. Root cause may include on site observation, interviews, and process documentation.
Contributes to analytic / engagement plan development based on analytic findings, metric performance, and client business needs.
Works with multiple teams of business practitioners to synthesize findings, develop solutions, assessments, and / or improvement recommendations and facilitate execution of initiatives.
Collaborates with customers and other stakeholders on improvement projects. Presents findings and solutions to internal and external client stakeholders.
Envisions use of and coordinates with data science professional for development of statistical linkages, use of AI or other techniques.
Develop updates to reflect current status of activities; monitors progress against action plans; isolates initiative effectiveness key business outcomes.
Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
Contributes to team objectives and outcomes.
Produces quality analysis or root cause work with minimal supervision; meets timing demands.
EDUCATION AND EXPERIENCE
List appropriate work experience, education, and / or professional certification(s).
Bachelor’s degree in related field from a four-year college or university with three to five years related experience
MBA a plus
Six Sigma training and green belt certification a plus
Experience with speech and text analytic tools and / or other AI tools a plus
List appropriate knowledge, skills, and abilities.
Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.
Strong organizational and project management skills.
Strong problem-solving skills; proven experience in consulting or improving business and / or CX processes.
Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources.
Good written and oral communication skills; strong interpersonal communication and ability to work well in teams.
Strong client service orientation
Experience with contact centers, customer satisfaction or CX data analysis is preferred
Experience with statistical concepts and applications
Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.
Experience working in an emerging and rapidly changing environment.
Demonstrated ability to meet deadlines, even in a demanding and changing environment
Ability to travel periodically.
Must have proficiency with contemporary analytic technologies.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.