Partner with stakeholders (internal and external) to understand business needs and customer experience goals
Analyze and interpret customer journey data and integrate it with other sources to uncover meaningful insights
Collaborate cross-functionally to drive customer experience improvements
Support the manager in identifying opportunities where data and analytics can address business or functional needs
Participate in regular meetings with stakeholders to provide status updates
Share best practice, trends, knowledge and lessons learned across units

Bachelor’s degree in the fields of statistics, business, mathematics, computer science or other related fields
4+ years of experience in a data analyst or similar role
2+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as SQL, Microsoft Reporting Services and /or Power BI – ideally within the contact center space
Experience working in or with contact center environments
Familiar with CX technology platforms (Medallia preferred, but also Qualtrics, In-Moment and others)
Strong analytical and problem-solving skills
Excellent communication skills (both verbal and written)
Ability to gather requirements from end users and translate them to an end product

Senior Omnichannel Analyst

Key skills