Digital Analytics and Optimization Analyst
Digital Analytics and Optimization Analyst
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Job Description
As the Digital Analytics and Optimization analyst you will be responsible for overseeing our selfservice capabilities across channels(IVR Chat Bot Web Mobile App). Your role will involve monitoring performance metrics in depth analysis of data trends patterns and anomalies collaborating with IT and business partners and executing changes to optimize customer interactions and satisfaction. You will foster a mindset of optimization and innovation across the organization.
Key Responsibilities:
Channel Management:
Oversee the chat bot web mobile app and IVR channels ensuring they deliver seamless and efficient selfservice experiences.
Monitor key performance indicators such as containment deflection rates and customer satisfaction scores.
Performance Analysis and Optimization:
Analyze data from chat bot and IVR interactions to identify trends pattern issues and opportunities for improvement.
Translate data findings into actionable recommendations that align with business goals.
Develop and implement strategies to enhance channel performance reduce call volumes and improve customer satisfaction.
Collaboration and Recommendations:
Partner with IT and business teams to recommend and implement changes that enhance the effectiveness of our digital service channels.
Work crossfunctionally to align channel improvements with overall business objectives and customer needs.
Reporting and Communication:
Create and update dashboards and reporting for critical metrics that will showcase the effectiveness and outcome of changes made to our digital service capabilities
Provide regular updates to stakeholders on performance metrics improvement initiatives and strategic plans for chat bot and IVR channels while also providing recommendations to our web and mobile app teams.
Communicate effectively with team members and stakeholders to ensure alignment and transparency in product development and optimization efforts.
Qualifications :
Bachelors degree in Business IT Computer Science or a related field.
Minimum of 4 years of experience as a Data analyst Product Owner or in a similar role preferably in a service center environment.
Experience with CCaaS platforms Tableau and Excel
Strong understanding of chat bot and IVR technologies and best practices.
Proven ability to translate complex findings from qualitative and quantitative data into recommendations. Ability to summarize indepth analyses into concise and actionable insights for senior managers and directors.
Excellent communication collaboration and stakeholder management skills.
Familiarity with contact center operations and customer experience strategies
Additional Information :
Workplace
- One of our values pillars is to work as OneTeam and we believe that there is no replacement for inperson collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.
- Our office is based in Plano east of I75 near E. Park Blvd just North of Historic Downtown Plano.
Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability or any other protected status. All qualified candidates are encouraged to apply.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
