Job Title:
Data Analyst (Hybrid)
Job Description
The Senior Analyst Customer Experience Analytics leads the analytic strategy
in support of call center performance and customer satisfaction data in
support of operational improvement initiatives. This position works on an
analytic team to assess processes that have an impact on customer satisfaction
scores or other key metrics and on the design and implementation of
initiatives to improve those scores. The Senior Analyst Operational
Performance Analytics will interpret performance trends, identify root causes
behind the trends, and then contribute to the development of performance
improvement efforts.
Please note that this position is based in Portugal, with a Hybrid model.
Candidates must have availability to work onsite (Porto) when required.
Please apply only if you meet these requirements.
DIMENSION & SCOPE:
The Senior 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 Senior Analyst also designs and
implements initiatives to improve the customer journey and/or client internal
processes. The Senior Analyst will interpret data, identify root causes, build
client relationships and contribute to the development of improvement efforts.
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

• 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.

CANDIDATE PROFILE

• 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.


• English fluency at a business level;

EMEACNX

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.
Location:
EGY Cairo Egypt-Smart Village Building B2110
Language Requirements:
English, German, Portuguese
Time Type:
Full time
If you are a California resident, by submitting your information, you
acknowledge that you have read and have access to the Job Applicant
Privacy Notice for California Residents