15 days old
2018-01-032018-01-31

Business Analyst- RTP, NC

Durham, NC 27709
  • Job Code
    594027
  • Payrate
    $25 To $35

Collect data through interviews, surveys, web search, database search, or other methods. Partner with various teams to identify key information gaps and plan to provide that information. Synthesize and analyze information from various sources to identify trends, opportunities, and dangers. 7 years of experience are required.


The Services Customer Experience Team is seeking candidates to help analyze and develop actionable business insights from the newly deployed Services NPS.


We are looking for passionate Customer Experience Analysis Lead(s) to join our team to drive transformation that allows us to better serve our customers. This team is focused on better understanding the experience that our customers have when working with Services and to identify and implement significant improvements.


Successful candidates for this position will be responsible for turning data into meaningful information and information into actionable insight that can be used to drive business results. They will lead the overall effort to analyze specific deep dive areas of customer feedback. He or she will accomplish this working with a small team of data analysts, continuous improvement experts and business SMEs to deep dive on the customer feedback.


Responsibilities


- Lead the deep dive analysis for specific customer experience focus areas based on NPS or other customer provided information including activities of data analysts and team members


- Interpret data and analyze results using critical thinking and statistical techniques to develop insightful perspectives on the information


- Develop strategy and direction on data & situation analysis to identify meaningful ways to understand the data/situation and how to connect it with related data for additional value


- Meet with and interview front line directors, managers, and employees to gain their insights about customer experience and service delivery operations to further the analysis


- Presenting information using data visualization techniques - develop executive & stakeholder presentations to present the analysis approach and findings


- Note: This role will not personally be responsible for all analysis activities but will be expected to hands on with the approach, the data and the findings


Skills


- Highly analytical mindset with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail


- Critical thinking - ability to identify meaningful ways to understand and interpret situations and data


- Developing and implementing data analyses, data collection systems and other strategies that optimize efficiency and quality


- Familiar with data analysis skills and techniques to identify, analyze, and interpret trends or patterns in complex data sets


- Propose solutions and strategies to business challenges


- Leadership & influence


- Problem solving


- Business acumen


Knowledge


- The ideal candidate has an understanding of the different Services businesses and organizations (TS, AS, CMS, SSO) and the operational data that supports them


- Have a good understanding of the Net Promoter System and its practical application


- Have a good understanding of DMAIC/continuous improvement (certification preferred)


- Have a good understanding of Customer Experience (CX) concepts and practical application


- MBA or MBA candidate (beneficial)

Categories

  • Information Technology

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Business Analyst- RTP, NC

Randstad Technologies
Durham, NC 27709

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Business Analyst- RTP, NC

Randstad Technologies
Durham, NC
US

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