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Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)
Work hours: M-F, 8-5pm Job Description:
3 Must Haves On The Resume
Operational Analytics using SQL / Advanced Excel (more than pivot tables - I need someone who can run macros and do advanced logic strings), Voice of the customer trending and analytics (customer satisfaction surveys, net promoter score, and overall satisfaction ratings may be called out), and process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.).
Job Description
The Business Process Analyst supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g., service operations, sales operations, professional services), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improving productivity measures.
Highlights
Strategic analytics role to assess voice of the customer feedback and trends
Provides analytical support to team reviewing KPIs, tracking and trending results, and creating and measuring business cases for strategic initiatives
Requirements: Prior experience with Voice of the Customer data required, experience within an operational support environment highly desired, experience analyzing operational data within a professional services or sales environment required, past clinical / hospital experience a plus and highly desirable.
Technical Skills: Must be savvy and highly proficient with SQL, Excel, VBA, PowerBI, and other tools. Statistical analysis and lean / green belt certification highly desirable.
Experience with Salesforce and Qlikview highly desirable
The Business Process Analyst will effectively conduct the following activities as part of their role:
Analytics and Visualization
Analyzes, trends, and communicates transactional and trending functional customer experience (CX) data using system and operations databases
Identifies and reviews data correlations between CX Drivers and business performance metrics and goals
Drives meaningful business outcomes and strategic initiatives using data-based findings to continuously improve operations
Analyzes large amounts of quantitative and qualitative data and recommends insights and solutions
Seeks to understands and can layer in business cost impacts and implications to data findings and hypotheses
Strategy & Process Improvement
Simultaneously drives and executes multiple process improvement projects within the broader CX strategic portfolio
Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience
Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities
Develops business cases for continuous improvement projects
Identifies and monitors key measures to ensure project success and prepares project status reports
Leadership & Change Management
Provides a regular cadence of leadership updates on OSAT and other key CX Drivers
Communicates and interprets improvement opportunities demonstrated by data analysis and measurements
Creates and deliver stakeholder and executive level program, project, and business case presentations
Supports the development of presentations that deliver succinct/concise recommendations to management team and be able to provide rationale and justifications behind the recommendations.
Influences and effectively manages change adoption strategies related to CX strategy and analytics
Ensure adoption of new tools, measurements, and processes by identifying, monitoring, and communicating success metrics
Administrative/Other
Timely completion of internal company documentation.
Timely completion of any Company or Department required training.
Education Or Equivalent
Bachelor’s degree required. Masters or MBA preferred.
Experience Or Equivalent
Five or more years of experience in analytics
Five or more years in process improvement
Experienced in translating complex data sets and analysis into business impacts
Strong MS office skills, particularly in advanced PowerPoint & Excel
Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools
Prior usage of reporting and dashboarding in Salesforce a plus
Familiarity with concepts of database structures, data querying, data mining preferred.
Strong analytical, problem-solving, verbal, listening and interpersonal skills.
Strong ability to visualize data to multiple audiences and levels of the organization
Excellent Verbal, Written and Communication Skills.
High attention to detail while multi-tasking on complex deliverables and stakeholder groups
Strong business operations/business process knowledge/experience, prior clinical experience a plus
Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
Embodies agile practices and can flex with business strategy changes.
Works with a minimal degree of supervision
Certifications
Six Sigma green or black belt training preferred.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Management and Manufacturing
Industries
Staffing and Recruiting
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