Senior Analyst Customer Experience Analytics

RESPONSIBILITIES:
• 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.