Business Process Analyst

Job Description

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

Activities

• 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
• Sets up 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
• Ensures 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