| Business Analyst || Onsite role || Boca Raton, FL || Onsite interview at Boca Raton, Florida, USA |
| Email: [email protected] |
| From: Shubham Singh, Stellentit [email protected] Reply to: [email protected] Title: Business (Customer Experience) Analyst Location: Boca Raton, FL Type: Work onsite. Need local candidates only Visa: Any Visa MOI : Interview onsite. Candidates should already reside in Florida. JOB FAMILY: BUSINESS ANALYSIS & PLANNING (7640) Job Title: Business (Customer Experience) Analyst General Characteristics Responsible for coordinating and assisting the department to design, configure implement, test, and support a state-of-the-art omnichannel system. This includes ensuring a seamless transition between the legacy and a new omnichannel telephony system and integrated Voice Response (IVR) and Interactive Routing (IR) system Provides post-implementation support in the following areas: Data Analysis: Collect, analyze, and interpret customer data from various sources such as surveys, feedback, and transactional data to discover trends, patterns, and insights that can guide customer experience initiatives. Feedback Management: Monitor and manage customer feedback channels, such as surveys and reviews, to extract valuable insights and track customer sentiment. Collaborate with relevant teams to address issues and capitalize on opportunities. Customer Journey Mapping: Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identify pain points, and identify areas for continuous improvement. Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to customer experience. Recommendation Development: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies. Cross-functional Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer support, to implement improvements in customer experience and ensure alignment with business objectives. Customer Segmentation: Segment the customer base based on behavior, preferences, and demographics to personalize interactions and marketing efforts. Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience. Education: Bachelors degree in business, Data Analytics, or a related field. A master's degree is a plus or other related field with Six Sigma certification. Or equivalent work experience in telephony systems and process improvement. Proven proficiency in data analysis and interpretation, utilizing data analytics tools and techniques. Strong grasp of customer experience principles and methodologies. Excellent communication skills, both written and verbal, for presenting findings and recommendations to stakeholders. Strong problem-solving abilities with attention to detail and a dedication to continuous improvement. Proficiency in customer feedback management platforms. Ability to work collaboratively in a cross-functional team environment. Familiarity with statistical analysis and data visualization tools. A customer-centric mindset and a passion for delivering outstanding customer experiences. Strong project management skills to drive initiatives from concept to implementation. Additional Information (added 8/8/24) The qualified candidate will enable the Department to collaborate with the vendor to design a new, state-of-the-art telephone system and provide post-implementation support to ensure the best possible customer experience. Technical information: This will be a new system. Experience needed with Genesys Multicloud CX applications, speech and interaction analytics (CallMiner Eureka Platform), BOT engines, and data reporting and analytics Shubham Singh- Sr. Technical Recruiter Email- [email protected] STELLENT IT A Nationally Recognized Minority Certified Enterprise " Happiness can be found, even in the darkest of times, if one only remembers to turn on the light ." - JK Rowling Keywords: information technology Florida Business Analyst || Onsite role || Boca Raton, FL || Onsite interview [email protected] |
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| Fri Aug 09 00:26:00 UTC 2024 |