Business Process/Operational 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.

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

• 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

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

Must Haves On The Resume

• Operational Analytics using SQL / Advanced Excel (more than pivot tables – I need someone who can run macros and do advanced logic strings)
• Voice of the customer trending and analytics (customer satisfaction surveys, net promoter score, and overall satisfaction ratings may be called out)
• Process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.)

Work Activities

• Analytics and Visualization
• 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
• Seeks to understand and can layer in business cost impacts and implications to data findings and hypotheses
• Strategy & Process Improvement
• Simultaneously drives and executes multiple process improvement projects within the broader CX strategic portfolio
• Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience
• Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities
• Develops business cases for continuous improvement projects
• Identifies 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