| Business Analyst with Data Analytics || HYBRID ROLE || Boca Raton, FL at Raton, New Mexico, USA |
| Email: [email protected] |
| From: Shubham Singh, Stellentit [email protected] Reply to: [email protected] Status: GC/GCEAD/USC Max Rate: $40/hr on c2c Position: Business Analyst (Customer Experience) Client: Florida Turnpike Location: 7941 Glades Rd., Boca Raton, FL, 33434. Interview: 2 rounds video 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. Experience 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. 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 green card Florida Business Analyst with Data Analytics || HYBRID ROLE || Boca Raton, FL [email protected] |
| [email protected] View all |
| Tue Aug 13 19:34:00 UTC 2024 |