Customer Experience Analyst Resume Samples
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Customer Experience Analyst Resume Samples
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KR
K Rau
Kaley
Rau
2594 McClure Lodge
Dallas
TX
+1 (555) 840 5304
2594 McClure Lodge
Dallas
TX
Phone
p
+1 (555) 840 5304
Experience
Experience
Houston, TX
Customer Experience Analyst
Houston, TX
Schmidt Inc
Houston, TX
Customer Experience Analyst
- Identify recurring customer concerns/issues and assist Customer Support Manager with developing documentation and training for Customer Support teams
- Perform other related assignments as requested by management
- Proactively analyze call drivers, determine root cause and make recommendations for process improvements
- Monitor quality trends and work with the management team on corrective actions to ensure trends remain positive
- Assist teams in engagement and survey performance measurement
- Keep abreast of industry developments and apply best practice to areas of improvement
- Develop and maintain a team culture that maximises team working and cooperation
Boston, MA
Client / Customer Experience Analyst
Boston, MA
Hettinger LLC
Boston, MA
Client / Customer Experience Analyst
- Lead self-driven exploratory analysis to identify business opportunities and provide insights to senior leadership with the objective of increasing organizational efficiencies
- Ensuring cross functional communication and alignment to maximize impact of insights on strategic issues
- Analyze large volumes of transcribed customer interactions to evaluate existing processes, products and recommend efficient, cost effective solutions which support business strategic initiatives
- Monitor daily, weekly, monthly and annual customer call trends and present analytical findings to senior leadership with the objective of increasing organizational efficiencies
- Supports the team with incoming work requests for data, data analysis, and project work including project team representation, new presentation reports, and consultative services
- Analytics software, such as NICE is a plus
- Bring forward to management and leadership new process improvement project opportunities and serve as champion for driving process improvement and awareness
present
Phoenix, AZ
Senior Customer Experience Analyst
Phoenix, AZ
Bruen, Kuhic and Shanahan
present
Phoenix, AZ
Senior Customer Experience Analyst
present
- Develop business cases for approval and resourcing of improvements and work with functional partners to develop implementation plan and approach
- Synthesize current state research into easily digestible findings, create readout presentation materials, and present to cross-functional partners
- Examine relationships between VOC, behavioral data, and business performance in order to identify risk and opportunity in the customer journey
- Enhance A/B testing program by integrating VOC measurement
- Strategically design and implement customer satisfaction surveys and comment cards to maximize the voice of the REI customer
- Regularly present findings and insights to audiences at various levels in the organization
- Analyze and define trends that support changes in business process as well as define metrics that measure success. Utilize SQL queries to analyze and segment the process
Education
Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Loyola University Chicago
Bachelor’s Degree in Business
Skills
Skills
- Positive, proactive and action-oriented individual with ability to work across the organization and ability to build strong business relationships quickly
- Excellent interpersonal and professional communication skills, including presenting information to clients and proposals to senior management
- Basic knowledge and understanding of statistics
- Strong knowledge of NetSpend products and processes
- Strong business acumen and ability to tie analytics to business strategy
- Analytically and strategically minded. Capable of telling the big picture story and making recommendations based on trends and details found in the data
- Solid knowledge and understanding of customer methodologies, concepts and tools
- Excellent knowledge of support methods and techniques
- Exhibits strong attention to detail
- Strong project management skills and ability to manage multiple diverse tasks at once and ensure continued progress
15 Customer Experience Analyst resume templates
Read our complete resume writing guides
1
Customer Experience Analyst Resume Examples & Samples
- Provide recommendations and insight to ensure a first class customer experience is delivered
- Complete analysis and insight which can support business in enhancing customer experience
- Call listening for NPS surveyed/Complaint calls
- Recognise and promote role-model calls
- 1-2 years of prior work experience in Customer Service and/or or Voice-based organization
- Excellent track record during past work experience
2
Customer Experience Analyst Resume Examples & Samples
- Primary ownership and business management of analytics applications and resources
- Using workforce systems, customer results and analysis applications, translate, create and maintain our business objectives into analysis plans and functional designs
- Proactively analyze call drivers, determine root cause and make recommendations for process improvements
- Partner with management team to identify productivity trends and opportunities
- Provide recommendations on business objectives, initiatives and processes to gain customer service efficiencies
- Fulfill data requests from business partners to determine priorities and further identify needed objectives and/or results
- Actively review call center workforce systems data, and report on voice of the customer, 3rd party surveys, QA scores and analysis
- Interact with leadership teams within the call center, distribution center, IT, outside vendors, HQ business partners and corporate offices
- Effectively and accurately communicate on analysis results and/ or trending to stakeholders including deliverables, conclusions and recommendations for change or improvement by partnering with Sr. Call Center Management
- Make systemic decisions for configuring and maintaining our interaction, analytics application
- Provide data supported call outs concerning procedures and processes for all departments
- May recommend and influence long term strategies
- Work as an advocate for the consumer through on-going research
- Independently select and interpret data, policies and standards to achieve objectives
- Select appropriate methods and tools to guide completion of assignments
- Demonstrated PC skills: Microsoft Office-Excel, Word, Access, reporting software and/or other software/database skills
- Must have knowledge of statistical analysis tool
- Knowledge of Interaction Analytics solutions, Work Force Management, Customer Management Systems, Quality Assurance scores and analysis-Voice of the Customer, and 3rdParty Surveys
- Must be able to demonstrate strong analytical and problem solving skills
- Ability to use multiple systems and technologies
- Ability to work independently
- Effective organizational & time management skills
- Ability to multi-task and work in fast paced environment
- 3 plus years of data collection and analysis in a retail and/or ecommerce environment
- Call center experience a plus
3
Customer Experience Analyst Resume Examples & Samples
- Proactive identification of customer experience and process improvement opportunities through analysis of key metrics and feedback from the business
- Leading customer experience and process improvement initiatives through War Rooms on selected customer frustration points to drive an improved experience for our customers and deliver specific benefits to the bank
- Development of business cases to support initiatives, demonstrating both benefit to the customer as well as to the bank
- Manage and drive customer experience initiatives to completion, delivering on expected outcomes and benefits
- Represent the Customer Experience team on all bank project working committees that impact on customer needs drivers and overall experience
- Reporting and communication on key customer metrics that impact on the customer experience
- Preparation of the Customer Council deck, including key customer experience metrics
- Driving a culture of continuous improvement throughout the bank
- Approval of Activity Brief campaigns and management of the system on a quarterly basis
- Project Management: Initiation of new process improvement initiatives and application of an appropriate project management methodology (i.e. LEAN) to achieve project deliverables; application of knowledge, skills, tools and techniques to project activities in order to meet or exceed stakeholder needs and expectations
- Self-management: Self-starter, high motivation levels, taking full accountability for own performance
- Meeting facilitation skills: Ability to guide meetings to appropriate, useful and creative outcomes with commitment and ownership
- Attention to detail: Commitment to ensuring accuracy of work
- Teamwork: Great team player with the attitude to accomplish the tasks assigned to the team
- Formal Project Management training with an accredited Management Institute or a University degree in a related discipline
4
Customer Experience Analyst Resume Examples & Samples
- Designs, implements and manages on-going program components such as Voice of the Customer reporting and employee engagement activities
- Leads research in understanding customer expectations, interactions and perceptions of those interactions using both primary and secondary research methods
- Consults with internal and external customers to understand research goals, then drafts and edits program survey questionnaires to determine the most appropriate research method to meet specific goals
- Works as the lead project manager on annual research projects, responsible for all aspects of the project. This includes scheduling, involving the appropriate people when needed, and implementing the research or managing the vendor if outsourced, seeing the project through final report production
- Develops analysis plans and conducts relevant, insightful data analysis
- Builds, tests and administers online surveys using licensed software application
- Translates business concerns, questions and challenges into customer information needs
- Summarizes findings from analytical efforts and prepares reports containing actionable recommendations and key take-aways
- Presents insights, implications, recommendations to stakeholders
- Promotes customer centricity mindset across organization, including leading initiatives to engage and update stakeholders and decision makers
- Interprets and synthesizes direct and indirect customer feedback from various existing sources, including existing surveys and other feedback mechanisms
- Conducts quantitative, semi-quantitative and qualitative research to uncover actionable insights to improve customer experience, increase efficiency and effectiveness
- Uses quantitative / statistical methods to estimate, track and prioritize recommendations
- Consults with various internal and external stakeholders to identify opportunities
- Partners with other internal and external operational areas to drive department objectives
- Presents and updates stakeholders on programs, projects and results
- Proposes and implements new data collection and analysis methodologies to uncover additional customer insights that current approaches lack, including incorporating feedback from front-line associates
- Develops a deep understanding of what customers expect at each of the points of contact with Transamerica (e.g. IVR, phone, email and web) and how those expectations align with current goals and operational metrics. Utilize Customer Journey Maps as a means to capture, articulate and communicate
- Other duties as assigned based on divisional needs
- Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules
- Exhibits regular, reliable, punctual and predictable attendance
5
Omnichannel Customer Experience Analyst Resume Examples & Samples
- Design new customer feedback reporting for use across the entire organization. Execute reporting on a weekly and ad hoc basis
- Query, analyze, and present data via SQL and Excel
- Monitor data to uncover trends/opportunities, and root causes
- Design and execute several layers of reporting to be viewed and utilized at all levels of the organization
- Based on customer feedback and uncovered data, identify opportunities to provide a seamless customer experience across all of our business channels
- Job Template Request Form
- Advocate for customers by developing written business cases for change
- Partner with Customer Insights, Client Services, and Marketing teams to source additional data to support findings
- Bachelor's Degree and 2-5 Years' experience
- Intermediate to advanced knowledge of Visual Basic and SQL
- Proficient in Microsoft Office Suite; must be advanced in Excel (Macros, External Data Connections, Pivot tables, etc.)
- Experience working with and manipulating various data sources
- Strong presentation and written communication skills
- Must be self motivated, proactive and highly organized
- Strong analytical /problem solving skills
- Previous use of Customer Relationship Management Systems helpful, but not required
- Knowledge of retail industry and upscale competitive set desirable
6
Client / Customer Experience Analyst Resume Examples & Samples
- Lead self-driven exploratory analysis to identify business opportunities and provide insights to senior leadership with the objective of increasing organizational efficiencies
- Ensuring cross functional communication and alignment to maximize impact of insights on strategic issues
- Analyze large volumes of transcribed customer interactions to evaluate existing processes, products and recommend efficient, cost effective solutions which support business strategic initiatives
- Monitor daily, weekly, monthly and annual customer call trends and present analytical findings to senior leadership with the objective of increasing organizational efficiencies
- Supports the team with incoming work requests for data, data analysis, and project work including project team representation, new presentation reports, and consultative services
- Understand business needs, and proactively identify and provide new areas of analysis in response to client inquiries
- Bachelors degree or equivalent experience
- Strong strategic thinking skills, with the ability to develop and communicate business analysis and recommendations to all levels of management within the organization
- Excellent analytical and problem solving skills
- Demonstrated strong organizational and project management skills and the ability to manage multiple priorities while working under tight time constraints
- Must have excellent oral and written communication skills and the ability to effectively influence individuals at all levels
- Must be able to work in a fast-paced, high pressure environment with minimal supervision
- Must be self-motivated, determined, focused and show initiative
- Advanced Microsoft Excel and Access skills
- Understanding of statistics and data based decision-making
- Prefer previous experience with call recording systems and Speech
- Analytics software, such as NICE is a plus
7
Customer Experience Analyst Resume Examples & Samples
- Evaluates agent transactions and measures performance, providing feedback to leadership teams across CSOM in a timely and efficient manner
- Lead calibration sessions across multiple departments within CSOM
- Identify trends and potential process issues as they relate to the overall customer experience
- Sustains in the development of various survey reports and generates them on an as needed basis
- Leads motivational themes to aid in the improvement of performance across CSOM
- Models The McGraw-Hill Companies core competencies
- The CE Analyst must adhere to meeting or exceeding Customer Service Key Indicators, Quality, Production and Innovations metrics
- Develops a strong knowledge of all the core processes and procedures within CSOM
- Consistently identifying issues across multiple contact types
- Presenting feedback in a constructive manner and dealing with disputes
- Ability to address various audiences at all levels within the department
- Determining when to act on a situation or escalate situation/issue to Supervisors or a functional area Manager
- Identifies problem areas with individual contacts and helps to find trends to improve customer experience
- High School Diploma or equivalent work experience
- Three plus year's customer service / order management or contact center experience
- 5 plus years' experience within at least one of the following Customer Service Order Management functions: DME, DTS, Online Implementation, Customer Service, Support Services, Returns and Order Management
- Maintain an average quality score for performance of 90% or above within a 6 month period
- Be in good attendance standing within a 12 month period
- Exhibits leadership qualities and skills
- Must be able to bring a group to consensus
- Demonstrates excellent communication skills
- Has advanced understanding of ORACLE, SFDC and SFDC KNOWLEDGE BASE
- Exhibits strong attention to detail
- Demonstrated advanced skills to multi task
- Demonstrated problem solving and analytical skills
- Demonstrated organization skills
- Must be a team player
- Proficient at offering constructive feedback
- Adheres to assigned workload activity deadlines
- Strong understanding of the functions and interactions between customer service / order management and other internal departments
- Has proficient knowledge of Microsoft Office Applications
- High level of maturity
- Advanced knowledge and experience with MHE business systems
8
Customer Experience Analyst Resume Examples & Samples
- Works with key stakeholders within the business operations to analyze, recommend, develop, and implement solutions to enhance the customer experience and meet the needs of the business units
- Works with key business stakeholders and Training Department to advance training and operating procedures to optimize employee engagement in creating a customer centric environment
- Presents insights, implications, and recommendations to stakeholders
9
Customer Experience Analyst Resume Examples & Samples
- A foundation in research with the ability to analyze data, provide key learnings and insights, and recommend next steps for research
- Effective verbal, written, and visual communication skills, with the ability to connect research to real world business challenges, recognize patterns, and creatively perceive relationships between disparate pieces of information to aid in storytelling
- Comfort working in a matrixed environment. Ability to work well independently and on a closely-knit team, with varying levels of guidance and direction
- Flexibility and organizational skills to multi-task, juggle, and re-prioritize multiple projects and stakeholder needs
- Ability to engage with colleagues and contacts outside of the company (clients, industry experts, etc.) in an articulate, professional manner
- Attention to detail and ability to deliver market-ready products within tight deadlines
- Knowledge of Windows PC environment, particularly MS Office (Powerpoint, Excel, Word– ideally with equally strong proficiency in all 3)
- Initiative to proactively solve problems and add value through client development and thought leadership
- 3 to 7 years of research experience. Secondary research and competitive intel a must, primary research a plus
- Experience in and knowledge of related issue areas (brand, employee and product/service innovation) a plus
- Supplier/agency experience required, consulting and/or client-side experience a plus
- Bachelor’s degree or equivalent is required. Master’s degree in relevant field preferred
10
Customer Experience Analyst Resume Examples & Samples
- Collect and collate Customer Support data from different systems, analyze the data, create professional reports to present to external clients and company managers
- Identify client product issues from data collected, collaborate with different team leads and clients, and make recommendations to reduce/eliminate product issues
- Identify recurring customer concerns/issues and assist Customer Support Manager with developing documentation and training for Customer Support teams
- Identify call center peak traffic based on products and clients and make recommendations to Customer Support Manager to maximize effectiveness and provide ideal coverage
- Bring forward to management and leadership new process improvement project opportunities and serve as champion for driving process improvement and awareness
- Participate in the Knowledge Management process through creation and updating of documentation
- Improve customer support process across multiple products through regular reporting and analysis of continuous process improvements for internal teams
- Keep abreast of industry developments and apply best practice to areas of improvement
- B.A./B.S. in Business Administration or other related field
- 3+ years experience collecting data and analyzing data in a call center environment
- 3+ years experience with customer support/service software, databases and tools
- Excellent knowledge of support methods and techniques
- Strong analysis and data parsing skills
- Strong experience with Microsoft products (including Word and Excel)
- Excellent interpersonal and professional communication skills, including presenting information to clients and proposals to senior management
- Experience leveraging social media tools
- Strong time management, multitasking and organizational skills
- Ability to understand and articulate technical concepts and derive solutions
- Positive, customer-obsessed attitude and solutions-oriented outlook
11
EU Customer Experience Analyst Resume Examples & Samples
- Bachelor’s Degree or higher, ideally in engineering, supply chain, logistics and lean management area or similar other business/analytical discipline. Master’s or MBA is preferred
- 2+ years Management experience in a manufacturing, production, supply chain or logistics provider (3PL) environment in an international company
- Cross-functional international project management capability. Proven track record of delivering projects within scope, time, budget and quality
- Business case decision-making, complex problem-solving capabilities and attention to detail. A strong track record of analytical and creative problem solving
- Process improvement knowledge via continuous improvement cycles, “Kaizens” and the use of LEAN tools
- Fluent English essential, other languages desirable
- Strong data driven, analytical & technical Skills: SQL, Excel, Datamining
- Willingness to travel up to 50% of your time to European 3PL and vendor flex Fulfillment Centers
- Excellent fulfillment operations experience and knowledge, preferable in 3PL or eCommerce/Fulfillment or FC environment
- Technical Expertise - Solution-driven approach to systems & processes
- Creative and ideas-driven in finding new solutions/ designing innovative methods, systems and processes
- Good team player and the ability to work with a wide cross-section of people in various locations
12
Customer Experience Analyst Resume Examples & Samples
- Proficient at analyzing large amounts of data in Excel
- Superior oral and written communication skills. Strong relationship skills
- Exceptional project management and organizational skills
- Experience with analyzing Voice of Customer data preferred
- Proven ability in managing multiple, high-priority tasks simultaneously, with strong ability to prioritize and drive results
- High collaboration skills and work with minimal supervision
- Knowledge of statistical techniques (preferred)
- Knowledge of the Acquisition/New Accounts process preferred
13
Customer Experience Analyst Resume Examples & Samples
- Develop a reporting framework to deliver insights on user behaviour at a segment, customer and end user level
- Develop campaign performance & customer experience reports, and visualisation using Tableau
- Use online analytics to highlight opportunities and threats for specific enterprise customers and customer segments
14
Customer Experience Analyst Resume Examples & Samples
- Collect, analyze, and synthesize information from a variety of large and/or complex data sets to understand consumer behavior and market trends
- Develop dashboards and reports to analyze performance metrics for multiple programs within customer experience
- Work with internal and external teams to identify areas of opportunity to grow, increase profitability, and optimize effectiveness of various programs and initiatives designed to enhance the customer journey
- Perform ad-hoc data analysis to answer business questions and guide strategy for customer experience
- Conduct secondary research, including working with industry associations, trend sources, and marketing experts
- Champion elevated understanding of customer behavior, demographics, trends and specific areas of opportunities across the company
- 3+ years of demonstrated knowledge in marketing analysis with experience in market research with a research supplier or on a corporate consumer insights team. Rental car experience is a plus
- Demonstrated hands-on ability to analyze large amounts of data, recognize patterns and trends and organize observations into a clear and useful format
- Strong understanding of Excel and PowerPoint. Familiarity with statistical analysis tools a plus
- Analytically and strategically minded. Capable of telling the big picture story and making recommendations based on trends and details found in the data
- Excellent oral and written communications skills. Must be comfortable presenting ideas and information to all levels within the organization
- Curious and a strong desire to learn in a hands-on environment
- Strong business acumen and ability to tie analytics to business strategy
- Works well under pressure and with deadlines
- Must be a self-starter, with strong planning and organizational skills and the ability to work with minimal direction
- Highly motivated individual who thrives in a fast-paced team environment and is readily adaptable to changing market and organizational requirements
15
Pro Customer Experience Analyst Resume Examples & Samples
- 20% Plan and lead all phases of a project's life cycle (i.e. feasibility, design implementation, evaluation); this includes extracting the business need; defining the business requirements, understanding the impact on the business, and designing and carrying out the project(s)
- 10% Serve as liaison between merchandising and finance by facilitating meetings including both departments
- 10% Mentor other analysts in developing/honing business knowledge and analytical skills
- 20% Serve as a subject matter expert and perform research and/or analysis within assigned projects
- 20% Multi-task to work on 2 to 4 projects simultaneously, recommending process improvements and making final project recommendations which impact the business
- 20% Establish and report on metrics of assigned projects to gauge business value
16
Customer Experience Analyst Resume Examples & Samples
- Associates Degree required; Bachelor Degree preferred
- 1 to 3 years’ experience
- Demonstration of advanced Excel skills
- Proven ability to learn new processes and software quickly
- Demonstrated ability to manage projects and responsibilities to strict timelines and deadlines
17
Customer Experience Analyst Resume Examples & Samples
- Utilizes CallMiner to conduct daily transaction monitoring of Results Associates’ calls based on risky calls or low scored calls with the aim of helping Operations in driving the consistency of an excellent customer experience to maintain brand promise and loyalty
- Reviewing the Customer Experience Data set and providing analysis into deeper behavioral factors driving impact in the interaction
- Responsible for clear and concise documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels
- CX Alerts – Issues Alerts on Associate behaviors and compliance requirements observed during monitoring. Performs further deep dive of other relevant data when necessary
- Actively participates in calibration sessions with the Client and Results CX Team; supporting CX Standards between Client and Results
- Develops strong partnership with Client CX/VOC contacts to ensure CX goals and objectives are calibrated
- Ensures that Client CX and Corporate Customer Satisfaction goals are met or addressed in a timely manner
- Coordinates recommendations and efforts with CIDS and Training Teams to ensure that appropriate Training and Development is in place to address Client CX , VOC initiatives
- Assists in customization of Results Customer Experience review guidelines per Client specification and creation of plans to achieve quality/customer satisfaction goals
- Provides recommendations on improving the Customer Experience process to achieve departmental goals and objectives
- Customer Experience Orientations – If requested, conducts orientations to New Hires and Associates returning from extended leave regarding the CX Team and transaction monitoring guidelines
- Provides consistent communication with Supervisors regarding Associates’performance
- Excellent product knowledge and expert in Results Customer Experience standards and, and good grasp/understanding of customer care expectations, and CX and verifications guidelines
- Demonstrates a very strong affinity with customer experience and journey
- Strong leadership. Ability to lead and motivate a team to reach set goals
- Strong organizational and exceptional time management skills with the ability to plan and prioritize
- Exceptional listening and analytical and judgment skills
- Strong background in calibration sessions (internal and with Client). Ensures that Client CX and customer satisfaction goals are met or addressed
- Fast learner, Self motivated and comfortable taking initiative and handling multiple campaigns simultaneously
- Able to work well independently or in a team environment and complete projects with minimum direction
- Ability to demonstrate the interpersonal skills necessary for Site Contacts
- Basic to Intermediate PC experience, including MS Office applications
- Basic knowledge and experience in using speech analytics tool specifically building search queries
- Exposure and experience to reports analysis
- Good oral, written and interpersonal communication skills; coupled with pleasant disposition and detail orientedness
- Ability to provide on-call support, and work a flexible schedule
- 1 or more years experience demonstrating knowledge on call center operations, goals and processes
- At least 6 months of working experience on similar quality, voice of the customer position
- Candidate must possess at least a Bachelor’s/College degree
18
Customer Experience Analyst Resume Examples & Samples
- Excellent analytical skills
- Demonstrated success at effectively solving challenging customer issues under tight timelines
- Strong track record of building and maintaining solid relationships with internal and external customers and vendors
- Self-motivated; able to work independently to complete tasks and respond to department requests and to collaborate with others to utilize their resources and knowledge to identify high quality solutions
- Strong computer skills, especially Microsoft Excel and PowerPoint
- Bachelor’s degree required
- Between 3–5 years of direct customer service experience required; telecommunications industry experience beneficial
- Minimum 3 years’ experience of high-level data analysis preferred
- Experience with OpinionLab or similar VOC tools preferred
- Experience with Pardot or similar marketing automation tools preferred
19
Customer Experience Analyst Resume Examples & Samples
- Utilizes CallMiner to conduct daily transaction monitoring of Results Associates� calls based on risky calls or low scored calls with the aim of helping Operations in driving the consistency of an excellent customer experience to maintain brand promise and loyalty
- CX Alerts � Issues Alerts on Associate behaviors and compliance requirements observed during monitoring. Performs further deep dive of other relevant data when necessary
- Provides recommendations on improving the Customer Experience process to achieve departmental goals and objectives and conduct Customer Experience Orientations � If requested, to New Hires and Associates returning from extended leave regarding the CX Team and transaction monitoring guidelines
- Provides consistent communication with Supervisors regarding Associates�performance
- Candidate must possess at least a Bachelor�s/College degree
20
Customer Experience Analyst Resume Examples & Samples
- Help foster a customer-centric culture, where all employees are focused on delivering highly satisfying customer experiences
- Share VoC insights broadly and effectively throughout the organization
- Work with customers and internal stakeholders to gather requirements for Customer Experience improvement programs
- Design, propose, and validate customer experience process improvements
- Bachelor's Degree, Master's Degree is a plus
- 5+ years in the related field
- Excellent written, verbal and presentation skills in English
- Proven results in using data analytics/research and identifying insights
- Ability to optimize programs against qualitative and quantitative objectives
- Expertise in identifying key drivers of the customer experience
- Expert-level ability to discuss, develop and present research designs, analysis and findings to all levels of the organization
- Proven expertise in service design, change management, and process improvement
- Expert proficiency with survey tools, Excel, PowerPoint and other business software
- Ability to visually present business processes and to use storytelling and other techniques to communicate effectively
- Background in business organization and analysis a plus
- In case you didn’t recognize the quotes, the first one is from Steve Jobs, the second one from Louis XIV !
21
Customer Experience Analyst Resume Examples & Samples
- Provide very complex analytical and highly specialized reporting support using PC and client server applications. Perform very complex queries and programming. Responsible for database maintenance of new and existing systems
- Develop complex routine and ad-hoc reports used by Lines of Businesses for business intelligence; ensuring information is accurate and maintaining appropriate controls. Analyze data pertaining to OCA, making recommendations to management and business lines based on findings
- Participate and work as a team member/leader on various departmental and division-wide projects. May work as key member of inter-departmental project team on development of new systems and processes
- Conduct and complete research on a timely and ad-hoc basis for various departmental projects
- Participate in the production of materials for the purpose of communicating and/or training on new systems, system enhancements, etc. Participate in training of end-users as needed
- May serve as a technical resource to lower level MIS Analysts
- Perform other related assignments as requested by management
- Bachelor’s degree and a minimum of 6 years’ experience in a related field or in lieu of a degree, a combined minimum of 10 years higher education and/or work experience including a minimum of 6 years related experience
- Strong analytical ability and creative problem solving skills
- Ability to function as a project leader
- Experience coding in SQL or another programming language
- Experience in managing or developing databases
- Specialization or thorough knowledge of authoring data visualization and business intelligence tools (Tableau), PC and client-server systems, and various software programs utilized by department
- Expert in PC or mainframe programming, integrated data environments, development and implementation
- Specialized in one of the newest programming applications or strong working knowledge of multiple applications
- Highly skilled proficiency in the use of spreadsheet, database, graphing, presentation, and department specific software, with a working knowledge of financial models
- Excellent organizational and analytical skills with attention to detail
- Strong development and implementation skills
- Strong decision making skills
- Ability to communicate important information and focus on clients requirements
- Ability to work under tight time constraints, handle multiple tasks and work in team structure
- General knowledge of departmental structure, products, processes, and operations
22
Customer Experience Analyst Resume Examples & Samples
- Provide insights into customer experience behaviors and trends using data analysis, data mining, data modeling, optimization tools and statistics
- Analyze metrics for identifying effect-cause relationships between outcomes and actions to grow customer loyalty and mission alignment
- Design projects and deliver insights which answer specific business questions, and those that go unasked
- Present findings and become a trusted customer experience analytics advisor for the organization
- Collaborate with stakeholders to define KPI’s and create custom reports and actionable dashboards
- Assist teams in engagement and survey performance measurement
- Scope the impact of business changes, forecast business trends, and assess results of process changes
- Access and automate reports including custom reporting using appropriate analysis and monitoring tools
- Assist in ongoing implementation, testing and optimization of analytics and performance monitoring tools and services
- Develop, schedule and execute training required for associates to participate in customer experience activities
- Maintain and refine the global implementation of Google Analytics and 3rd party campaign tagging across a portfolio of website, mobile, email, social and digital advertising experiences
- Bachelor’s Degree in Data Analytics, Statistics, Economics, Finance, Mathematics, or related field from an accredited institution
- 5 or more years of relevant experience required
- Superior analytical skills with emphasis on practical solutions to problem solving
- Experienced in statistical analysis, predictive modeling, and visualizations
- Proven ability and desire to work in highly ambiguous environments. Experience bringing structure to complexity by designing simple, impactful framework
- Excited to deliver high-quality output on aggressive deadlines with a high degree of autonomy and independence
- Comfort juggling multiple simultaneous projects efficiently and skillfully
- Experience structuring and analyzing A/B and multivariate testing
- Credible, with excellent interpersonal, communication, and presentation skills; able to relay complex analytical data to internal and external audience
23
Customer Experience Analyst Resume Examples & Samples
- Bachelor's degree and 10 years of experience, Masters and 8 years of experience, or 16 years of experience in lieu of a degree
- Minimum of 4 years of experience in the design and implementation of Customer Experience (CX) analytics and VoC analytics programs and methods
- Minimum of 1 year of customer feedback survey design, development of CX dashboards/ scorecards and multi-channel (i.e. phone, web, in-person, etc.) data integration
- Minimum of 2 years applying statistical methods to identify and visualize associations between variables, determine causation, and predict the effects of changes to the user or customer experience
- Minimum of 1 year experience with Microsoft Office products (Word, PowerPoint, Excel, Access, Visio)
- Must be US Citizen or US Permanent Resident (green card holder)
- Must be able to obtain and maintain a Position of Public Trust clearance
- Working knowledge of VERINT Customer Analytics/Enterprise Feedback Management suite of services
- Experience working with Government contracts is preferred
- Knowledge of SSA business process and systems is a plus
- Self-starter, highly motivated individual, and a team player who adapts to a dynamic work environment
24
Customer Experience Analyst Resume Examples & Samples
- Drive the assessment, analysis and development of support best practices across the support function
- Represent the customer in terms of the quality of the engagement and the value of the information exchanges
- Monitor quality trends and work with the management team on corrective actions to ensure trends remain positive
- Deliver presentations to educate our teams about support best practices
- Stay up-to-date with the latest trends in the support industry, SAP Security Standards, Data Protection Management System (DPMS), ISO standards and any other quality related norm
- Focused on and driven to provide the highest quality of customer service
- Experience of driving service improvement initiatives
- Excellent English communication skills (written and oral)
- Proactive approach, willing to take the initiative and associated responsibility
- Excellent diagnostic, problem solving and process analysis skills
- Ability to translate data into real-world process improvement
- Ability to build relationships with various stakeholders & comfort dealing with all levels within the organization
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Senior Customer Experience Analyst Resume Examples & Samples
- Partner with customer experience and Shred-It Management teams to define business requirements, work flow and business process to address high return opportunities. Document all process and procedures using standardized templates
- Analyze and define trends that support changes in business process as well as define metrics that measure success. Utilize SQL queries to analyze and segment the process
- Gather reporting and analysis requirements from sales, marketing and senior management teams. Develop, maintain, and publish reports and analysis based on requirements and implement validation processes to ensure accuracy. Must be proactive and have the ability to summerize data and lay out action items/accountability
- Help scope and manage efforts to increase reporting efficiency and effectiveness, including creation of deliverables, project work plan and communication. Train team members on reporting tools and existing and new reports
- Build sound relationships with customer experience managers, sales and marketing resulting in the successful support of the organizations objectives
- Education equivalent to graduation from college with an emphasis in Management Information Systems, Finance or Marketing or the equivalent in related work experience demonstrating a good understanding of project management
- Three or more years of work experience demonstrating extensive SQL querying, programming knowledge, and business objects knowledge. In addition, two or more years working in a contact center environment preferred
- Demonstrates experience with Genesys WFM and various reporting tools preferred
- Demonstrates the ability to analyze data, validate data accuracy, and articulate and present complex data in a user friendly format from the customers’ perspective
- Demonstrates excellent working knowledge of Microsoft Access and Excel and SQL server database software as well as knowledge of Customer Relationship Management tools (SalesForce preferred), telephony technology (Genesys preferred), WFM tools (Genesys preferred), and acute business acumen within the customer contact center realm. Alteryx software experience is a plus
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Customer Experience Analyst Resume Examples & Samples
- Serves as consultant with business lines, delivery channel and other business partners in defining customer experience, identifying improvement initiatives, building the business through product development and/or support
- Provides technical guidance and direction to the Sales team
- Assist with training on the new enhancements or products to the BSC staff
- Maintain BSC Treasury Product implementation guides for setting up a new customer in multiple products such as lockbox and electronic bill pay
- Provides coaching and knowledge transfer to other team members Assist customers with understanding the products, solve problems and issues
- Lead out on Internal and External calls with Sales and the customers
- Work with BSC, Sales team and customers on trouble shooting product issues
- Accurate typing, spelling and grammar skills. Good written and oral communication skills. Exceptional customer service skills with the ability to adequately communicate technical concepts to individuals or groups of people
- Knowledge of Treasury products
- Software knowledge - All Microsoft Office products including PowerPoint
- Demonstrate the ability to multi-task and prioritize responsibilities
- Proven ability to communicate with different departments and levels within the organization, including management
- Highly organized and the ability to lead projects and meetings
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Customer Experience Analyst Resume Examples & Samples
- Supplies meaningful, trended behavioral observations to assist operations and training in continually advancing Results service offering
- Evaluates, documents and analyzes calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels
- Participates actively in calibration sessions
- Communicates with Operation Supervisors regarding employee performance
- Provides on-call support and exceptional customer service
- Acts as an expert in the line of business assigned
- Exceptional time management, listening and analytical skills
- Strong product knowledge
- Good understanding of customer care expectations, quality and verifications guidelines
- Proficient with Windows and Microsoft Office products
- Proficient and effective English verbal and written communication skills
- Ability to work well independently or in a team environment
- Strong typing skills
- Schedule flexibility
- Excellent organizational, interpersonal and time management skills
- Ability to work in a fast paced, deadline-oriented environment
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Customer Experience Analyst Resume Examples & Samples
- Maintains up-to-date information on customer insights and trends, and identifies actionable opportunities to enhance the customer experience
- Conducts secondary research to support ad-hoc requests for information and insights
- Demonstrated experience providing customer-driven solutions, support or service
- Knowledge and understanding of insurance industry, insurance terminology, and insurance concepts
- Solid knowledge and understanding of customer methodologies, concepts and tools
- Demonstrated experience using data analysis, interpreting findings and developing meaningful conclusions and actions for business insights and decisions
- Demonstrated experience with software tools and techniques to query and report data, analyzing data, understanding big data concepts, and communicating data concepts and findings
- Basic knowledge and understanding of statistics
- Demonstrated experience managing data-intensive projects
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Customer Experience Analyst Resume Examples & Samples
- Bachelor’s degree and a minimum of 3 years’ related experience or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience including a minimum of 7 years’ related experience
- Specialization or thorough knowledge of authoring data visualization and business intelligence tools (Tableau),
- Ability to interact effectively with all levels of personnel
- Ability to work independently and function as a member of a project team
- Minimum 3 years prior departmental experience
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Customer Experience Analyst Resume Examples & Samples
- You understand the user journey and have empathetic mindset towards customer experience
- Identification/detection of trends/patterns based on customer comments left on feedback forms
- Analyzing the traffic patterns, page flows and funnel with correlation of data from multiple sources
- Use various tools like Splunk, Tealeaf, Omniture, etc. along with some in-house solutions to do deep dive analysis
- You'll Work with various internal Dev, App Eng and Ops teams to monitor and analyze User Experience patterns and understand their business and technology requirements
- You provide insights into customer experience behaviors and trends using data analysis with the help of optimization tools
- You share observation/findings on any technical issues to appropriate teams. Flag trends which are a result of marketing campaigns or geopolitical scenarios impacting the travel industry
- Access and automate reports including custom reporting using appropriate analysis and monitoring tools like Tableau and Kibana
- Understanding and following processes and knowledge documents with integrity
- Deep understanding of how the Internet works economically, socially, and technically. Good knowledge of e-commerce domain preferably travel industry
- Demonstrate creative and analytical skills and has logical reasoning and problem solving abilities
- Excellent written and verbal communication skills in English. Additional language like Spanish, French, Thai, Mandarin and other asian languages would be an added advantage
- Fundamental understanding of HTML, JavaScript, CSS and familiarity with typical web practices
- Strong MS Excel and Powerpoint skills, knowledge of BI Tools and ability to write advanved SQL queries preferred
- Ability to demonstrate strong dedication and willingness to learn
- Ability to quickly adapt to various Analytics, Monitoring & Reporting tools. Technical background or ability to pick up technology concepts quickly
- Bachelors/Master degree in Computer Science with 1-3 years of relevant work experience preferred
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Senior Customer Experience Analyst Resume Examples & Samples
- Master’s degree in computer Science, Mathematics, Physics, Economics, Statistics or similar fields
- Five (5) years of progressively responsible analytical experience including quantitative consumer and/or customer satisfaction data and utilizing data extracts, queries and analysis to drive business decisions
- Access, SQL, SAS, SPSS, and/or Tableau knowledge/experience
- Communicate effectively in both written and verbal form
- Comfortable with owning and bringing clarity to a work assignment where the execution path and deliverables are not initially clear
- Productively interact with all levels of management and various individuals across the organization
- Embrace and/or initiate change; adapt to new tools and processes
- Possess the drive oneself to contribute, improve and excel
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Customer Experience Analyst Resume Examples & Samples
- Provide oversight and administration of VoC active dashboards and case management system including adjustments to metrics displayed, user hierarchies, case triggers and message content
- Review, analyze, and interpret VoC data to devise strategies, initiatives and action plans; present analysis and trending insights for operational and business review to organization leadership
- Engage cross-functional groups in deepening their understanding and empathy for customers by “walking in their shoes” and developing a holistic “outside-in” enterprise view of customer experience across solutions, products, channels, and touchpoints (e.g. - journey mapping)
- Develop readouts of prioritized findings and share with leaders and stakeholders to gain commitment in making customer centric experiential improvements
- Work with leadership and senior business leaders throughout the organization to ensure appropriate measures, systems, programs, processes and tools are in place that supports a positive customer experience
- Coordinate customer experience projects and presentations to promote cultural transformation enterprise wide
- A Bachelor’s degree in business, communication or similar area of study is preferred. Experience with project management, Microsoft Word, Excel and Power Point is required
- Experience coordinating, and managing projects; setting expectations, meeting deadlines and budgets
- Excellent communication skills, including written, verbal and presentation skills. Must be confident and comfortable when interacting with executives, senior level management, external partners and clients
- Project management skills are needed with an ability to prioritize tasks and handle multiple situations. Ability to think quickly and respond appropriately under pressure
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Digital Customer Experience Analyst Resume Examples & Samples
- Create reporting and analysis souring from multiple data sources
- Understand KPIs and other metrics for all LOBs
- Develop executive friendly reporting which include data gathering, analysis, report design & development, and synthesizing for final results presentation
- Serve as a thought leader and reliably deliver as promised. Translate business objectives into analysis and analytical findings into useful recommendations
- Demonstrate fluency in and leverage a wide array of analytic techniques to address the presented business evaluation. Demonstrated ability to build strong partnerships with internal and external groups
- Support ad hoc analytics
- 8+ years of experience in one or a combination of the following: reporting, analytics, or modeling; or a
- Masters degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a
- Quantitative emphasis and 5+ years of experience in one or a combination of the following: reporting, analytics, or modeling
- 8+ years of experience with SAS or SQL, or other data management, reporting and query tools
- 8+ years of experience with analytical methods used in statistical analysis, modeling, and reporting
- Extensive knowledge and understanding of research and analysis
- Strong analytical skills with high attention to detail and accuracy
- Excellent verbal, written, and interpersonal communication skills
- Ability to quickly establish credibility to build and maintain effective working relationships
- Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
- Statistical Modeling Experience (regression, decision trees, etc.)
- Experience in Wells Fargo databases: EIW, BMG, STS, MDSS, Hemisphere, ICON, C2T, etc
- Data collection and analysis experience with dashboard development, reporting and ad hoc analytics
- Strong technical background and experience in analytical tools such as Teradata Tools, SAS, etc
- Knowledgeable in business intelligence tools such as MicroStrategy, Tableau, etc
- Demonstrated experience with digital analytics in a multi-channel, multi-product business
- Knowledge of data platforms and analytic tools: SaaS, Hadoop, Aster, and R
- Proven experience in a “Big Data” environment such as Teradata Aster, AWS, or other leading enterprise analytics platform and/or data store situation where querying, creating, and combining tables within said environment is a daily task in the present role
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Customer Experience Analyst Resume Examples & Samples
- Resolve complaints related to pending authorizations, pending deposits, fraud and charge backs (disputes), distributor agents, or any complex issue that cannot be resolved at the CSII or CSIII agent level
- Consistently think outside the box and make sound judgment calls to resolve complaints
- Issue monetary adjustments for refunds and/or charges
- Identify opportunities for process improvements in all NetSpend departments that lead to higher standard of service for NetSpend customers
- Two or more years of customer service experience, preferably in an escalations capacity
- Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to Customers and external agencies
- Ability to collect and analyze data to assist in identifying trends/process gaps
- Strong knowledge of NetSpend products and processes a plus
- Relates well to all kinds of people
- Calm demeanor when handling escalated situations
- Able to multi-task while working in a fast-paced environment
- Ability to work a flexible work schedule a plus
- Self-starter with sharp eye for detail required
- Ability to work well in a collaborative work environment
- Bilingual/Spanish preferred
- As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws
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Customer Experience Analyst Resume Examples & Samples
- Knowledge of multivariate analysis
- Experience with CX/VoC programs
- Knowledge of, or desire to work in, resort / tourism industry
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Business Insights Customer Experience Analyst Benelux Resume Examples & Samples
- You provide strategic analysis on the compound within the therapeutic area and you deliver competitive intelligence to position our product in relation to the competitor
- You analyze the partners in the market and define issues and drivers
- You conduct market research with external parties and the competitive landscape setting
- You define patient and forecast models and you develop Key Performance Indicators and product monitor
- You discuss relevant parameters to define optimal sales force sizing and challenge related bonus system for the field
- You prepare and challenge Mid Term Planning and you conduct Monthly Brand Story and Quarterly Business Reviews to challenge strategy and sales progress and propose optimizations
- You present key issues and opportunities on an ad hoc basis to the management Board and you are the primary contact point for strategic excellence
- Broad analytic skills and a commitment to analyze data to come to strategic views and operational insights
- Have a structured approach and decision making
- Good communication skills and team work
- A high level of computer literacy
- Ability to work in cross functional teams and defend your point of view
- Highly motivated and eager to learn all aspects of the business1700174925W
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Customer Experience Analyst Resume Examples & Samples
- Reviews and monitors customer satisfaction and other operational metrics on a regular basis to identify trends across different sources, setting up reporting templates and tools as necessary
- Analyzes qualitative and quantitative data and identifies performance improvement opportunities using multiple tools, including external research and primary research with customers, agents and others
- Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps, using systems, data and contacts/SMEs around the company
- Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into reviews
- Interacts with partners across the enterprise to present analytic results and solution recommendations
- Example documents may include customer experience strategy presentations and roadmap, maintenance of CE scorecard, and customer journey maps
- Analytical thinking and aptitude; ability to apply quantitative data analysis techniques to improve processes, and ability to interpret data in a business framework (trends, opportunities, action items), present data, and provide analyses and insights to key stakeholders and senior management
- Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint
- Positive, proactive and action-oriented individual with ability to work across the organization and ability to build strong business relationships quickly
- Strong project management skills and ability to manage multiple diverse tasks at once and ensure continued progress
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Customer Experience Analyst Resume Examples & Samples
- Helps to define overall business requirements and provides process consulting on projects and sustainment initiatives of low-to-moderate scope and complexity
- Coordinates the gathering of functional requirements and solution design activities across multi disciplinary teams, including internal Infra Structure (IS) groups, vendors and business stakeholders
- Essential Duties & Responsibilities: Utilizes strong analytical ability to evaluate end-to-end customer experiences across multiple lines of business, service channels and customer touch points. Proactively identifies and effectively access improvement opportunities (productivity, superior customer experience, cost gains, etc)
- Gathers, analyzes and documents business requirements to support the design and development of technology and process improvement solutions
- Gain an understanding of the technical architecture of the Stericycle Customer Experience solution and leverages its capabilities in order to create more effective flows for our customers
- Creates system and end-user documentation to support new system implementation, enhancement deployment and incident management efforts
- Can delivers training (As a SME) and performs knowledge transfer to team members as required. Helps the sample selection, interpretation and reporting of the Customer Satisfaction Survey; elaborates reports based on simple data queries with SalesForce and other internal databases
- Experience in Social Media tools, understands the Social Media universe and its language Understanding of Statistical tools and statistical analysis
- Knowledge on designing web based and other self service tool/systems
- Demonstrates proficiency in MS Office suite, MS Project and Visio
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Senior Customer Experience Analyst Resume Examples & Samples
- Utilizes the CAO Customer Experience Design framework to redesign impactful customer experiences
- Conducts or directs research to develop a deep understanding of current-state customer experiences. Research may include customer focus groups or interviews, internal process discovery and documentation, front-line representative feedback, operational data gathering and analysis, call listening, and customer verbatim analysis. Additionally, competitive research should be conducted for understanding of marketplace best practices and design inspiration
- Synthesize current state research into easily digestible findings, create readout presentation materials, and present to cross-functional partners
- Plan and lead cross-functional design sessions that leverage key findings from the current state analysis and utilize Design Thinking tools and techniques to redesign customer experiences
- Develop and apply prioritization framework to identify most impactful customer journey experiences
- Develop business cases for approval and resourcing of improvements and work with functional partners to develop implementation plan and approach
- Gain and maintain cross-functional support throughout Customer Experience Design process
- Establish measurement and monitoring plan for newly designed customer experience
- Primary area of focus will be on customer journeys and experiences throughout the customer lifecycle
- Participates in and may lead the implementation of special projects
- Bachelor's degree and at least five years of relevant experience; MBA is a plus
- Prior work experience developing customer insights or building customer-centric experiences
- Proven track record of identifying and delivering impactful operational improvements
- Design Thinking, Agile, and/or Lean experience preferred
- Ability to translate customer needs into business solutions using creative problem solving
- Effective communication skills for writing reports/proposals and creating/making presentations
- Ability to work independently, while leading and motivating project teams
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Customer Experience Analyst Resume Examples & Samples
- Leads and assists in defining project objectives, scope, timelines, responsibilities and communication methods
- Produces timely, cost effective and high quality digital solutions to improve current processes or implement new ones, on the basis of analysis, business knowledge and sound personal judgment
- Lead on continuous improvement projects delivering innovative digital customer experience
- Identifies major project issues, findings and opportunities
- Interacts with Customers, staff, consultants, contractors to co-ordinate problem resolution and plan project tasks /issues
- Influences others in the definition of new business process and use of new technology
- Develops business requirements and documentation, applying quality standards to all tasks
- Accurately monitors, records, prioritises and addresses project risks and issues
- Ability to develop decision criteria that are used to solve business issues and evaluate solutions
- Balance timeliness, cost effectiveness and quality in proposing solutions; to improve customer service, efficiency, revenue and productivity
- Ability to use established methodologies to investigate and quantify impact and identify cross project and cross-functional dependencies
- Where appropriate escalate any identified issues to the Customer Experience Manager in a timely manner
- Have a thorough understanding of and ensure adherence to all Capita policies and procedure
- Contribute to overall achievement of a successful operation through achievement of personal objectives
- Develop and maintain a team culture that maximises team working and cooperation
- Abide by all Capita Security Policies and Procedures and escalate any breaches accordingly
- Take responsibility for Health & Safety in the workplace, identifying, acting upon and where appropriate escalating any risks
- Maintain knowledge of developments within the industry and benchmark services against other operations
- Assist other business functions as appropriate
- Degree or equivalent
- Qualified in a recognized business process re-engineering methodology. E.g. Lean Six Sigma (Green belt or above)
- Up to date knowledge of changing digital trends in order to understand potential innovative solutions that meet customer needs
- Experience of delivering digital solutions with a strong knowledge of web based solutions
- Ability to deliver improved customer journeys (online, offline and omnichannel)
- Broad working knowledge of customer segmentation methodology
- A good understanding of technology and how that contributes to the overall solution
- Strong analytical, summarising, conceptualising, prioritising and influencing skills
- Ability to design new business processes / identify improvements and contribute to the change management process for complex business situations
- Excellent oral and written communication skills required for delivering business presentations and recognised documentation
- Ability to facilitate and mediate and tailor various levels of communication between technical, non-technical staff and management
- Aware and able to use project management standards and documentation
- Ability to take initiative and demonstrate creative thinking
- Ability to manage teams and lead on key projects
- Qualified in a recognized business process re-engineering methodology. E.g. Lean Six Sigma (Black belt or above)
- Recognized project management qualification. E.g. Prince 2/Agile
- Experience of working in a contact centre in outsourcing or in a public sector environment
- Track record of managing teams through change
- Experience of creating/designing web based forms
