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Job Title:

Data Analytics Specialist

Job Description

The Analytics Specialist, Global Analytic Insights will deliver analysis of social media, customer experience, digital experience, voice & text, operational performance and other data streams to identify, recommend and support business enhancement strategies to improve the overall performance of each client. This position works on an analytic team to assess key customer, internal and other processes that have an impact on the customer journey. The Specialist, Global Analytic Insights also designs and implements initiatives to improve the customer journey and/or client internal processes. The Specialist, Global Analytic Insights will interpret data, identify root causes, build client relationships and contribute to the development of improvement efforts.

• Demonstrate experience in applying contemporary improvement techniques and producing results for a function and/or business unit.
• Assesses current business performance against the business strategy for a specific site and/or function.
• Analyzes qualitative and quantitative data and identifies opportunities. Performs analysis of large client data sets and provides recommendations for improvement related to the project with limited direction. Proactively determines areas for drill-down focus and conducts follow-up analyses to understand the drivers of performance gaps.
• Conducts planning, data collection, data cleansing and data linkage in preparation for analysis.
• Reviews and documents current processes as part of gap or root cause analysis and input to improvement initiatives; identifies gaps that may be contributing to overall business and CX results. Reviews client documentation related to the initiative. Conducts assessments.
• May employ tools such as BI, speech analysis, text analysis, or other analytic tools to develop insight.
• Facilitates and conducts root cause analysis to determine the underlying drivers behind gaps. Root cause may include on site observation, interviews, and process documentation.
• Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.
• Works with multiple teams of business practitioners to synthesize findings, develop solutions, assessments, and/or improvement recommendations and facilitate execution of initiatives.
• Collaborates with customers and other stakeholders on improvement projects. Presents findings and solutions to internal and external client stakeholders.
• Develop updates to reflect current status of activities; monitors progress against action plans; isolates initiative effectiveness key business outcomes.
  • Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
  • Contributes to team objectives and outcomes.
  • Produces quality analysis or root cause work with minimal supervision; meets timing demands.

Generic:

• Adheres to all Health and Safety regulations, internal Concentrix, IT and local policies and procedures.
• Understands and apply Business Controls, data privacy and security guidelines/regulations. Maintain Workstation Security at any time.

Performs additional tasks according to business needs

Location:

UK, Work at Home, GB

Language Requirements:

Time Type:

Full time2023-04-01

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