Business Analyst
2 months ago
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting Applications forBusiness Analyst/Assistant Manager (Customer Analytics – Contact Center and Customer Experience Analytics)
Responsibilities
Enhance and develop analytics product offering in Contact center, Marketing, andcustomer experience analytics domain.
Execute POC/Pilot of analytics projects.
Solution Architect – ability to solution customer analytics solution with strong expertise that spans across customer lifecycle such as customer acquisition, digital marketing, journey analytics, speech/text analytics, AI/ML predictive models such as cross sell/ retention models and Workforce management analytics.
Embedding Customer Analytics solution to CXM (BPO) Operations
To drive the productivity for Operations by reducing cost and increasing customer satisfaction across various domains such as Contact center, collections, Back office, Marketing Operations, Campaign Operations etc.
Role involves working together with enterprise team –Service Line team, Analytics team, Enterprise sales team – responding to RFP and other qualified leads.
Role is to perform consulting assessments through POC, Pilot to demonstrate the value of customer analytics to enable large deals.
Requires knowledge of CC, Marketing technology, Operations, Analytics and Process.
Execute the business impact projects on optimizing the CC operations
Independently execute and validate the existing processes and identify opportunity for the improvement
Understand the credit card and customer service operations
Customer behavior analysis to understand the customer contact cycle, includes customer segmentation, predictive analysis
Design, execute and validate the projects independently along with managing customers
Execute multiple projects requests at the same time
Support the business in their planning processes
Qualifications we seek in you
Minimum Qualifications
Masters / bachelor’s degree
Demonstrated Process Improvement and project management skills
Exceptional business acumen; knowledge of Customer Service / Collection / Marketing Operations processes and procedures.
Excellent organization and presentation skills.
Proven data analysis skills; good database management skill set.
Flexible along with strong ability to manage multiple tasks.
Excellent verbal, written and negotiation skills; ability to work effectively within all levels of organization.
Solid experience with MS tools (Word, Excel, Access, PowerPoint, etc.); solid database mgt skill set.
Working knowledge of Customer Service processes & procedures
Working knowledge on Statistical tools and techniques
Knowledge of Card Services, Quality and Process Management initiatives
Preferred Qualifications/ Skills
Strong Data Management (CDP, Data Lake, C360 etc.) and Visualization experience (Power BI/Looker etc.)
Python, SAS & SQL, Excel
Cloud Data/Analytics skill sets – AWS/Azure/GCP
Exposure to Generative AI models and applications
Prior experience in Text mining and Speech analytics projects
Technology Applications/ Platforms – CC Platforms (Amazon connect, Genesys etc.), Marketing (Adobe, Salesforce etc.)
Relevant years ofexperience.
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