The digital bp&a intmd analyst is a developing professional role.
deals with most problems independently and has some latitude to solve complex problems.
integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices.
good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family.
applies analytical thinking and knowledge of data analysis tools and methodologies.
requires attention to detail when making judgments and recommendations based on the analysis of factual information.
typically deals with variable issues with potentially broader business impact.
applies professional judgment when interpreting data and results.
breaks down information in a systematic and communicable manner.
developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information.
moderate but direct impact through close contact with the businesses' core activities.
quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.
*responsibilities*:
- build and maintain relationships with customer service operations leaders and support organizations
- maintain awareness of the business priorities of your internal customer and identify areas where analytics can be leveraged to support them
- update internal customers regularly and consistently to ensure alignment between business objectives and the analytics body of work
- employ data science techniques to identify the actual source(s) of pain points in our call center operations, improve client experience, reduce expenses, enhance revenue, and ensure adherence to compliance and control procedures
- quantify estimated and realized financial and client experience benefits from the adoption of recommendations made using customer experience data
- create detailed project plans for research work and deliver on stated timelines
- analyze large amounts of complex call center data and present in a clear and actionable format
- partner with operational partners and internal relationship management teams to implement, maintain, and design analytic plans of action
*qualifications*:
- 2-5 years relevant experience
- experience in establishing and managing governance and control processes
- experience building and delivering professional, succinct presentations to describe project or analysis proposals, results, and recommended actions
- advanced knowledge of the sql environment and ability to utilize the data in sql tables to mine for insights
- proven analytical skills; can extract meaningful insights from large and complex data sets
- ability to explain complex problems in a manner that can be understood by all levels of the organization from front line agents to senior managers
- ability to prioritize competing demands and maintain focus on initiatives
- advanced knowledge of sql, microsoft excel, word, and power point
- in depth knowledge of customer feedback measures such as nps, overall satisfaction, and rep satisfaction
*education*:
- bachelor's/university degree or equivalent experience
this job description provides a high-level review of the types of work performed.
other job-related duties may be assigned as required.
- conocimiento e2e de ciclo de desarrollo de productos digitales.
- experiência en creación de productos digitales desde cero, liderando cada una de las etapas de desarrollo, buscando minimizar impactos y riesgos para poder entregar en tiempo y forma cada proyecto.
- conocimiento y manejo de planificaciones e2e
- experiência en mapeo de procesos identificando oportunidades para poder proponer mejorar e implementarlas lo antes posible.
- experiência en redacción de us, us map, epicas, jira
- habilidad de comunicación asertiva con equipo de trabajo interno y externo
- habilidad de exponer y defender los puntos de vista
- experiência trabajando con equipos tech e2e, front, apis, back
- experiência trabajando con equipo de investigación de mercado así como equipos de ux/ui y contenido
- *job family group*:
product management and development
- *job family*:
digital product management
- *time type*:
full time
- citi is an equal opportunity and affirmative action employer.
qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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