Customer Experience - Data Analytics - Sr Consultant

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Apply online, position CUS00111

Position Summary

• Provide research and statistical analysis of customer experience and operational data to drive process improvements that will positively impact the overall customer experience

• Analyze quantitative and qualitative data from a variety of sources to identify key drivers of customer loyalty and retention (e.g. survey and operational data)
• Performs and evaluates basic to moderately complex trend analysis using statistical methods
• Prepares reporting at enterprise, AOR and regional levels to track performance
• Evaluates business results, identifies significant variances compared to planned performance
• Analyzes causes of variance and recommends action for improvement
• Identifies and resolves basic to moderately complex data issues
• Assists in the formulation of strategies to achieve business objectives
• Communicates and presents analytical results and research findings
• Actively builds strong relationships across teams, team members and external vendors

• 1-3 years of experience using statistical analysis software (SPSS, SAS or R)
• 1-3 years experience in the use of data sources and applications to conduct research
• 1-3 years of relational database experience
• 1-3 years experience with Microsoft Office - Word, Excel, PowerPoint, etc.
• Minimum Bachelors Degree in Statistics, Mathematics, Economics, Computer Science or related field.

• Manage project execution of moderate complexity
• Integrates technical knowledge with business goals and strategy
• Breaks down complex information in a systematic format