Business Analysis Reporting Specialist - Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
- Collect analyze and interpret data from customer experience projects including call center operations customer satisfaction surveys and omnichannel platforms.
- Develop and maintain comprehensive reports dashboards and visualizations to track project performance and key metrics.
- Collaborate with project managers and stakeholders to identify trends gaps and opportunities for improvement in customer experience initiatives.
- Provide indepth analysis of contact center performance including agent productivity customer satisfaction and service level agreements (SLAs).
- Monitor and report on key performance indicators (KPIs) for customer experience and recommend actionable improvements.
- Support strategic decisionmaking by delivering insightful presentations and reports to senior management and clients.
- Contribute to the design and evaluation of customer surveys ensuring relevant data collection for meaningful analysis.
- Ensure alignment with industry standards such as COPC and other frameworks for reporting and data analysis.
- Stay updated on emerging trends in business analysis reporting and customer experience to implement best practices.
- Bachelors degree in Business Administration Data Science Analytics or a related field (Masters degree is a plus).
- Certifications:
- COPC Certified Professional (preferred).
- Proficiency in data visualization and analysis tools (e.g. Power BI Tableau or Excel).
- Business Analysis certifications such as CBAP or CCBA (preferred).
- Minimum of 35 years in business analysis with a focus on customer experience or contact centers.
- Proven track record of analyzing operational data and delivering actionable insights.
- Strong knowledge of customer satisfaction measurement tools and statistical analysis techniques.
- Exceptional analytical problemsolving and criticalthinking skills.
- Proficiency in database management and SQL is a plus.
- Excellent communication and presentation skills to convey complex data clearly to diverse audiences.
- Be part of a dynamic team that values innovation and datadriven decisionmaking.
- Work on impactful projects that shape the future of customer experience.
- Competitive compensation and benefits package.
- Opportunities for professional development and certification support.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
