Business Process Analyst

MillenniumSoft Inc is a company seeking a Business Process Analyst to support their GCS organization. The role involves leading and contributing to projects that enhance customer satisfaction and operational efficiency through analytics and process improvements.

Responsibilities:

• Analyzes, trends, and communicates transactional and trending functional customer experience (CX) data using system and operations databases
• Identifies and reviews data correlations between CX Drivers and business performance metrics and goals
• Drives meaningful business outcomes and strategic initiatives using data based findings to continuously improve operations
• Analyzes large amounts of quantitative and qualitative data and recommends insights and solutions
• Seeks to understand and can layer in business cost impacts and implications to data findings and hypotheses
• Simultaneously drives and executes multiple process improvement projects within the broader CX strategic portfolio
• Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience
• Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities
• Develops business cases for continuous improvement projects
• Identifies and monitors key measures to ensure project success and prepares project status reports
• Provides a regular cadence of leadership updates on OSAT and other key CX Drivers
• Communicates and interprets improvement opportunities demonstrated by data analysis and measurements
• Creates and delivers stakeholder and executive level program, project and business case presentations
• Supports the development of presentations that deliver succinct/concise recommendations to management team and be able to provide rationale and justifications behind the recommendations
• Influences and effectively manages change adoption strategies related to CX strategy and analytics
• Ensures adoption of new tools, measurements, and processes by identifying, monitoring and communicating success metrics
• Timely completion of internal company documentation
• Timely completion of any Company or Department required training

Requirements:

• Operational Analytics using SQL / Advanced Excel (more than pivot tables – I need someone who can run macros and do advanced logic strings)
• Voice of the customer trending and analytics (customer satisfaction surveys, net promoter score, and overall satisfaction ratings may be called out)
• Process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.)
• Prior experience with Voice of the Customer data required
• Experience within an operational support environment highly desired
• Experience analyzing operational data within a professional services or sales environment required
• Bachelor's degree required
• Five or more years of experience in analytics
• Five or more years in process improvement
• Experienced in translating complex data sets and analysis into business impacts
• Strong MS office skills, particularly in advanced PowerPoint & Excel
• Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools
• Strong analytical, problem-solving, verbal, listening and interpersonal skills
• Strong ability to visualize data to multiple audiences and levels of the organization
• Excellent Verbal, Written and Communication Skills
• High attention to detail while multi-tasking on complex deliverables and stakeholder groups
• Strong business operations/business process knowledge/experience, prior clinical experience a plus
• Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
• Embodies agile practices and can flex with business strategy changes
• Works with a minimal degree of supervision
• Masters or MBA preferred
• Statistical analysis and lean / green belt certification highly desirable
• Experience with Salesforce and Qlikview highly desirable
• Familiarity with concepts of database structures, data querying, data mining preferred
• Six Sigma green or black belt training preferred