Senior Analyst, Customer Experience Analytics
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.

Essential Functions/Core 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.

Candidate Profile

Significant reporting experience within the call centre industy
Experience interpreting data and presenting process improvements to relative stakeholders
Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
Digital Transformation experience desired
Understanding of CX technology landscape and the application of these technologies
Experience of driving CX improvements
Excellent attention to detail and communication skills, both written and verbal. (C1 English)
Ability to effectively present information to internal and external associates
Strong customer service disposition and sense of professionalism
Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
Ability to work an emerging and rapidly changing environment
Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred
Advanced Microsoft Office skills
Demonstrated ability to take initiative and ownership with focus continuous improvement
Six Sigma Green Belt certification preferred
Up to 10% travel may be required

Career Level Description

Requires in-depth knowledge and experience. Broad application of principles, theories and concepts in applicable discipline. Solves complex problems; takes a new perspective using existing solutions. Works independently; receives minimal guidance. Acts as a resource for colleagues with less experience. Represents the level at which career may stabilize for many years or even until retirement.


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 working within this job title.
Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Средно управленско ниво

Бизнес /консултантски услуги
Населено място:
Гр. София
район р-н Лозенец ж.к. Младост 4, Бизнес парк София, сграда 5А, ет. 3
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за CONCENTRIX SERVICES BULGARIA ЕООD може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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