Senior Analyst, Operational Analytics
Summary: The Senior Analyst will play a pivotal role within Business Analytics function under ESI Business Excellence and Transformation, driving operational excellence and supporting strategic initiatives through insightful analytics and project collaboration. This role will primarily focus on analyzing transactional data of customer interactions, file exchange, and will strategically support our system migration. Additionally, this role offers the opportunity to broaden analytical expertise across multiple systems and organizational datasets, facilitating comprehensive insights and informed business decisions
Key Responsibilities:
- Conduct detailed analyses of customer interactions including calls, services tickets and file attachments to identify patterns, trends and operational improvement opportunities
- Provide insights to address leadership inquiries, support corporate initiatives, and collaborate with business units for targeted investigation
- Perform studies by consolidating data from various sources to identify relationship and predictive factors among dataset, offering actionable insights to stakeholders
- Support the design and implementation of analytics processes and framework;
- Support data rationalization effort to ensure efficient migration and minimize redundant data
- Partner with cross-functional project teams, providing analytical support and ensure data-driven decisions aligned with project objectives
- Actively contribute to strategic initiative, assisting leadership in operationalizing analytics insights
- Develop clear, compelling visualization and reports tailored to varied audiences, effectively communicating insights and recommendation
- Engage with stakeholders across the organization, ensuring alignment and understanding of analytics outcomes
Qualification
- Bachelor’s degree in business analytics, data science, information technology or a related field required; Master’s degree preferred
- Minimum of 4-6 years of professional experiences in analytics roles, preferably within operational analytics or project support
- Hands on experience with CRM analytics; Oracle, Salesforce experiences preferred
- Proficiency in analytical tools and languages such as SQL, Python, Tableau, Power BI or similar
- Experience with analyzing unstructured data and text analytics techniques (natural language processing, text mining) is highly desirable
- Strong analytical skills with the capability to interpret complex data and translate insights into actionable recommendations
- Excellent communication and stakeholder management skills
- Ability to work in fast paced, cross functional, and global environments
- Curious and willing to learn about the business process behind of the data; Enthusiastic about continuous learning and analytical innovation
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