Job Location: Mumbai
• Develop Customer Journey Analytics best practices and reusable tools /assets for project execution and management.
• Own and deliver large-scale service/experience transformation projects which are cutting across different multi-functional teams, countries, cultures, and time zones.
• Direct and manage project development and delivery from beginning to end. Set and continually manage project expectations with team members and stakeholders.
• Define project scope, goals and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners.
• Plan and schedule project timelines and milestones using appropriate tools. Track deliverables.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Collect sign-off confirming the customer’s agreement on project completion and “acceptance”.
• Conduct project post mortems and create a recommendations report to identify successful and unsuccessful project elements.
• Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
Experience: • Four to eight years of experience in contact center data analytics
• Overall understanding of Customer Care / Contact Center setup and deep functional and operational understanding.
• Well-versed with surfacing insights gathering omnichannel data across assisted, digital, brick and mortar, and other self-service channels.
• Should have managed at least 2-3 assignments involving contact center & omnichannel analytics.
• Must have handled or managed a team handling large amounts of data, including extracting reports from multiple sources and merging complex datasets.
• Use data to tell a story by inventing creative and innovative ways to answer key business questions leveraging existing data assets or creating new ones.
• Design and help guide the development of interactive dashboards within a business intelligence software such as Sprinklr, Tableau, Power BI, etc.
• Excellent communication skills are required to negotiate internally as well as externally with clients.
Qualifications:MBA degree or Post Graduate in Analytics or equivalent experience
Key Competencies and Skills:Ability to motivate and encourage a project team
Critical thinking and problem solving skills
Understand and analyze data to drive business insights
Data visualization for easy consumption of data with senior management
Strong customer care process orientation and ability to learn quickly
Good understanding of principles, theories, practices, and techniques for managing project workload and analysis needed for key deliverables
Suggest change in Flow/process backed by data
Monitor and provide feedback loop during execution of various initiatives
Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
A strong and well-established record of accomplishment in omnichannel / contact center data structures and data analytics and understanding customer interaction data across various interaction channels (IVR, web, email, chat, SMS, social media, etc.)
Deep knowledge of multiple self-service and speech recognition vendorsdata is a plus. (NICE Customer Journey Analytics, Sprinklr CJA, Celonis, etc.)
Ability to work on business proposals from a solutioning and effort estimation standpoint and to demonstrate solutions during client orals
Excellent communications and presentation skills
Performance and status reporting
Problem-solving and conflict management
Ability to work effectively in a remote, virtual and global environment
Extensive experience in designing and implementing customer experience strategies leveraging data (customer journey analytics)
Proven track record of working with global cross-functional teams to deliver breakthrough results with increasing NPS/FCR, driving self-service, lowering customer churn, and accelerating business outcomes (reducing interaction handle times, decreasing case inventory, lowering employee turnover, etc.)
Demonstrated fluency with using quantitative (Six Sigma DMAIC, PowerPivot, Tableau, multivariate regression, etc.) and qualitative (focus groups, Voice-of-the-Customer surveys, observations, etc.) research tools and methodologies
Strong project management skills in planning and coordination for timely delivery
Additional Information:The candidate needs to have the flexibility to be based in Bangalore.
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