Business Analyst/Asst. Manager (Customer Analytics – Contact Center and Customer Experience Analytics)-BFS037566

About this role

• Enhance and develop analytics product offering in Contact center, Marketing, and customer experience analytics domain.
• Execute POC/Pilot of analytics projects.
• Solution Architect – ability to solution customer analytics solution with strong expertise that spans across customer lifecycle such as customer acquisition, digital marketing, journey analytics, speech/text analytics, AI/ML predictive models such as cross sell/ retention models and Workforce management analytics.
• Embedding Customer Analytics solution to CXM ( BPO ) Operations
• To drive the productivity for Operations by reducing cost and increasing customer satisfaction across various domains such as Contact center, collections, Back office, Marketing Operations, Campaign Operations etc.
• Role involves working together with enterprise team –Service Line team, Analytics team, Enterprise sales team – responding to RFP and other qualified leads.
• Role is to perform consulting assessments through POC , Pilot to demonstrate the value of customer analytics to enable large deals.
• Requires knowledge of CC, Marketing technology, Operations, Analytics and Process.
• Execute the business impact projects on optimizing the CC operations
• Independently execute and validate the existing processes and identify opportunity for the improvement
• Understand the credit card and customer service operations
• Customer behavior analysis to understand the customer contact cycle , includes customer segmentation, predictive analysis
• Design, execute and validate the projects independently along with managing customers
• Execute multiple projects requests at the same time
• Support the business in their planning processes
  
  

• Masters / bachelor’s degree
• D emonstrated Process Improvement and project management skills
• Exceptional business acumen; knowledge of Customer Service / Collection / Marketing (at least 1 or 2) Operations processes and procedures.
• Excellent organization and presentation skills.
• Proven data analysis skills; good database management skill set.
• Flexible along with strong ability to manage multiple tasks.
• Excellent verbal, written and negotiation skills; ability to work effectively within all levels of organization.
• Solid experience with MS tools (Word, Excel, Access, PowerPoint, etc.); solid database mgt skill set.
• Working knowledge of Customer Service processes & procedures
• Working knowledge on Statistical tools and techniques
• Knowledge of Card Services, Quality and Process Management initiatives
  
  

• Strong Data Management ( CDP , Data Lake , C360 etc.) and Visualization experience (Power BI/Looker etc. )
• Python, SAS & SQL , Excel
• Cloud Data/Analytics skill sets – AWS/Azure/GCP
• Exposure to Generative AI models and applications
• Prior experience in Text mining and Speech analytics projects
• Technology Applications/ Platforms – CC Platforms (Amazon connect, Genesys etc.), Marketing (Adobe, Salesforce etc. )
• Relevant years of experience.