Assistant Manger

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 people across 30 countries are driven by our innate curiosity entrepreneurial agility and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises including the Fortune Global 500 with our deep business and industry knowledge digital operations services and expertise in data technology and AI.

Inviting applications for the role of Assistant Manager EMO R&I Analyst

The EMO R&I Analyst conducts quantitative and qualitative analyses using multiple data sources to provide insights into colleague and customer experiences with client. This position regularly assesses CX performance to goal for strategic metrics and investigates both anticipated and unexpected changes in performance to identify root causes. This position also supports the development of salient insights from ad hoc research projects industry insights and operational analyses that have implications for colleague and customer experience actions. The analyst will collaborate with EMO managers to triangulate insights from available data sources and help deploy quasi-experimental designs to assess the impact of actions on the colleague and customer experience.

Responsibilities

Provide regular and on-going analysis and reporting of colleague experience data including Voice & Pulse primary colleague data and existing colleague reports identifying areas of opportunity and measure and monitor changes in experiences as a result of actions taken.

Support customer experience and complaints analysis and reporting including trend-tracking and interpretation as well as identifying and communicating business opportunities.

Support regional segment and enterprise-level strategic metric reporting in pursuit of enterprise performance goals.

Develop colleague depth of knowledge and become a resident expert in Client colleague experiences and leverage that knowledge as the voice of the colleague.

Partner with EMO team and business units to drive solutions.

Communicate insights and analysis with Experience Management Office (EMO) and external partners.

Manage multiple concurrent projects including monthly and quarterly analyses and reporting in addition to ad hoc projects and short-term requests.

Effectively visualize and summarize work products for a variety of audiences.

Ensure all analyses and reporting is consistent with departmental standards for research excellence and conforms to documented procedures for managing risk.

Select appropriate analytical techniques to address business needs and answer key questions about customer experience.

Identify colleague- and customer-relevant insights from external/industry sources.

Synthesize enterprise-wide and/or business-specific customer survey data to provide insights that shape business segment strategy and goal planning.

Identify opportunities for colleague research and recommend appropriate research/analysis plans.

Perform other duties as assigned.

Qualifications we seek in you!

Minimum Qualifications / Skills

Bachelors degree in social sciences statistics or related field

Experience building visualizations with Tableau Excel PowerPoint etc.

Relevance years of experience in market research people analytics customer experience research or similar field

Preferred Qualifications/ Skills

Skilled in descriptive and inferential statistics

Familiarity with statistical analysis software (e.g. Python SPSS R)

Strong attention to detail and an ability to prioritize work in a fast-paced environment.

Naturally curious understand the why of colleague experience satisfaction and retention.

The ability to self-teach key skills as needed if you dont know it you know how to learn it.

Collaborative team-oriented mindset with excellent communication skills

Proactive and positive attitude towards solving for project challenges and limitations.

Strong communications skills; written and verbal

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. Get to know us at and on X Facebook LinkedIn and YouTube.

Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.