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Role
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responsibilities
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Create, design, and maintain reusable datasets with appropriate architecture to deal with high level of data input complexity.
x
Provide analytical decision making support for key projects when it comes to providing customer experience (CX) insights. Research new ways of modeling data proactively to unlock actionable customer insights or improve processes.
x
Contribute to the development of the analytical frameworks, tools, and skills for the support team.
x
Work with internal teams to translate data and model results into tactical and strategic insights that are clear, complete, accurate, and relevant. Be able to provide insights that are understandable and applicable to decision making and meets the needs of varying client audiences.
x
Research new algorithms and methods for optimizing quality and support experience improvements.
x
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Competencies
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Demonstrated ability to build strong relationships at all levels as a cross-functional influencer.
x
Proven experience delivering bespoke analytics to senior stakeholders (problem scoping/definition, modeling, interpretation, presentation).
x
Experience in a multi-channel client/customer support environment (e.g., email, phone, chat, social).
x
Ability to consistently deliver quality outputs in a high paced and dynamic environment and work through ambiguity, with an ability to meet tight deadlines.
x
x
x
benefits
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x
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x
x
x
x
x
x
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