Job Location: San Diego, CA
- Work hours: M-F, 8-5pm
still remote – but if in San Diego this role will be hybrid.
3 Must haves on the resume: Operational Analytics using SQL / Advanced Excel, Voice of the customer trending and analytics, and process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.).
The Business Process Analyst supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g. service operations, sales operations, professional services), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improving productivity measures.
Highlights:
- Strategic analytics role to assess voice of the customer feedback and trends
- Provides analytical support to team reviewing KPIs, tracking and trending results, and creating and measuring business cases for strategic initiatives
- Requirements: 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, past clinical / hospital experience a plus and highly desirable.
- Technical Skills: Must be savvy and highly proficient with SQL, Excel, VBA, PowerBI, and other tools. Statistical analysis and lean / green belt certification highly desirable.
- Experience with Salesforce and Qlikview highly desirable
The Business Process Analyst will effectively conduct the following activities as part of their role:
Analytics and Visualization
- 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 understands and can layer in business cost impacts and implications to data findings and hypotheses
Strategy & Process Improvement
- 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
Leadership & Change Management
- 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 deliver 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
- Ensure adoption of new tools, measurements, and processes by identifying, monitoring and communicating success metrics
Administrative/Other
- Timely completion of internal company documentation.
- Timely completion of any Company or Department required training.
Education or Equivalent:
Bachelor’s degree required.
Experience or Equivalent:
Three or more years of experience in analytics
Three 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
Prior usage of reporting and dashboarding in Salesforce a plus
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 leadership, group facilitation, and project management skills.
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
Ability to effectively individually prioritize in context with team priorities to meet goals in the face of multiple demands
Embodies agile practices and can flex with business strategy changes.
Act as a key contributor in a complex environment.
Works with a minimal degree of supervision
Certifications
Six Sigma green or black belt training preferred.
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