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Jobs or company...

Customer Experience Data Analytics BI Lead

Salary undisclosed

Apply on

Dice
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Simplified

Hello Rahul,

Hope you are well.
We have an immediate requirement for BI Lead, please let me know if you are comfortable with the JD.
Title: Customer Experience Data Analytics/BI Lead
Location: Remote
Client: Yantra
Long Term Contract
Job Description:
Customer Experience Data Analytics/BI Lead
  • BI Lead with good understanding of business and Data analytics.
  • Good comm skills.
  • We are looking for an intellectually curious person with a proven track record of leading transformation in customer experience driven by data and customer insights. The ideal candidate will also have a passion for operationalizing data-driven insights into actions through influencing the velocity and quality of learnings, while demonstrating a problem-solving and extreme ownership mindset.
  • The successful candidate will evaluate, propose and deploy new metrics, dashboards and analytics best practices to improve overall efficiency and operations of our customer service teams. Additionally, this role requires creating and communicating professional analytics reports to various stakeholders.
What you'll bring:
  • Knowledge in customer experience analytics with known methodologies and industry tools in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior which will help the business drive actionable insights.
  • Working closely with key internal stakeholders to ensure sound knowledge of client objectives and customer insight, to subsequently design best-in-class solutions.
  • Ability to communicate and influence at all levels of a matrixed organization including simplifying insights and complex concepts into customer backed narratives
  • Ability to access and manipulate data stored in relational databases and lead teams of data analysts and data warehouse personnel.
  • Experience with machine learning techniques and experience with predictive modeling are preferable.
  • Strong business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions. Strong expertise on Tableau.
  • Proficient understanding and application of advanced analytic techniques and modern tools and proficiency in data analysis and visualization tools (Python, SQL, R, or similar tools.
  • Client and GenAI experience, using these advanced skill sets to extract value from large datasets of unstructured data.
  • Proven track record of growing talent and collective impact of a team
  • Ability to pivot and adapt team strategy and resourcing according to evolving business needs
  • Desire to "roll up the sleeves and get into the heart of the business drivers on a portfolio of KPIs to support customer success strategies
  • Track record of extreme ownership and accountability
  • Familiarity and experience working with customer service, customer success, contact center domains.
  • Defining, establishing, and documenting standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
  • Drive process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations; Continually look at the environment to challenge our assumptions around new sources of data, tools etc.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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