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Business Intelligence Analyst

Company: Kforce Technology
Location: Stamford
Posted on: May 5, 2021

Job Description:

RESPONSIBILITIES:Kforce has a client that is seeking a Business Intelligence Analyst in Stamford, CT. Responsibilities:

  • Work with business stakeholders to provide business operations Analysis
  • Define, deliver, and optimize omni-channel customer journeys
  • Own and measure core success metrics of the CX and the business
  • Communicate roadmaps, priorities, experiments, and decisions across a wide spectrum of stakeholders from partner teams to executive levels to our board
  • Execution for CX insights and measurements in support of organization objectives
  • Execute CX methodologies such as research, user-centered service design internal and external stakeholder management, and measurement program design.
  • Collaborate with a readiness to jump in and work with a diverse group of people and spearhead brainstorms and conversations; willing to put the good of the project before personal interests
  • Compile, analyze, interpret, and present complex data related to current and future operation
  • Create compelling reports, charts, graphs and presentations to aid in proposing new strategies for successful business changes that deliver improved customer journey and CX improvements
  • Investigates and performs root cause analysis of complex nature Job Requirements:REQUIREMENTS:
    • Bachelor's degree in business or related field or equivalent experience
    • 5+ years of CX analytics experience
    • 5+ years of experience with call center analysis
    • 5+ years of advanced analytics/modeling experience
    • 3+ years of experience with digital customer journey design and analysis
    • Knowledge of cable industry and billing systems preferred
    • Call Center Operations experience highly desired
    • Ability to read, write, speak and understand English
    • Expertise with Customer Experience platforms such as Medallia, etc.
    • Metrics obsessed; Comfortable defining and analyzing metrics that showcase the success of our customer experience efforts
    • Ability to make things happen; Ability to manage project ambiguity, complexity, and interdependencies in an organized and disciplined manner
    • Expertise in digital customer products: Mobile, Intelligent Voice Assistants, Chat Bot, SMS and other forms of digital automation
    • Solid analytical skills with an ability to gather, analyze, and quickly synthesize key information to objectively craft and support recommendations; Field research and ethnography experience
    • Demonstrate expertise in extracting a big idea and telling a compelling story Strong UX and workflow design skills
      • Deep vertical expertise in either Cable, Tech, B2B, Telco, and Hospitality with Excellent problem solving and analytical skills
      • Experience with advanced analytics approaches such as regression analysis and predictive analytics
      • VOC SaaS Certifications (Medallia, MaritzCX, Qualtrics, Salesforce, etc.
      • Strong SQL proficiency required Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Keywords: Kforce Technology, Stamford , Business Intelligence Analyst, Professions , Stamford, Connecticut

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