Product Analytics Analyst

Product Analytics Analyst
Company:

Top Consulting, Inc


Product Analytics Analyst

Details of the offer

TOP Consulting is looking for a Product Analytics Analyst to join our team. Qualified candidates will play a critical role in our client s customer service strategy, coordinating the continuous evolution of the customer experience and building on an evolving set of customer easy of access capabilities. Responsibilities span every aspect of analytics around our engaging with the customer. Engaging the customer includes helping them getting in touch with the right person, knowing where to go, scheduling initial appointments, scheduling follow-up appointments, being prepared for appointments, remembering when to show up and where to go, etc. Agile analytics, including priority definition, planning, development, deployment, measurement, iteration, and support. The role is highly collaborative, engaged in day to day activities, and with other product teams.
Responsibilities
Maintain a current understanding of relevant business/customer trends, pain points, and KPI s
Interfaces with Information Quality (Data Governance) team on metric definition for KPIs
Capture analytics user stories and acceptance criteria to deliver defined outcomes for analytics tasks
Using analytics
Create an analytics framework by which the group will use
Fulfill ad-hoc data requests from the project team from Epic and/or Genesys data sources
Test the effectiveness of new features
Coordinate analytics use cases by planning, backlog grooming, and estimation
Collaborate with numerous product teams; track dependencies and leverage new capabilities
Coordinate with business/development teams, and subject matter experts on analytics
Ensure quality, compliance, and rapid response to customer or business issues
Coordinate and/or lead agile ceremonies including the daily team scrums
Qualifications
5+ Years of experience with digital analytics
Organized, structured, analytical and logical; strong problem-solving skills
Comfort working in a matrixed environment balancing Agile product practices with waterfall projects
Ability to work in the gray with shifting priorities and multiple customers.
Able to think on your feet and recommend solutions to organizational leaders
Good understanding of call center analytics and Epic (Cadence, HB/PB) experience a plus
Curiosity and learning drive; uses qualitative and quantitative methods to assess customer experience
Excellent written/oral communication skills, relationship management, presentation, facilitation
Preferred Technical Experience
Visual analytics tools (Qlik, Tableau, etc.)
SQL knowledge
Call Center platforms (Genesys, Five9, NICEinContact, etc.)
Electronic Medical Record Platofms (Epic, Cerner, Allscripts, etc.)
AI/ML Platforms (Python, R, etc.)
Bachelor of Science in Computer science, Engineering, Management Information Systems, or related technical discipline

Requirements


Knowledges:

  • SQL
  • Access

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