Business Intelligence Analyst
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TeleTech Consulting’s Insights Practice is seeking an customer experience (CX) professional who will play a prominent role in the analysis and visualization of CX data. This role will be in the Technology Hub of Burlington Massachusetts .
This position will involve working with our client teams, analysis and visualization of CX data (both structured and unstructured) using commercially available tools like Tableau, CallMiner, Semantria and others
The successful candidate will be able to evaluate large amounts of consumer data and cull out key insights to support data-driven marketing, voice-of-the-customer (VoC) and customer experience (CX) programs.
If this sounds like you, and you’re looking for a rewarding career, then TeleTech Consulting’s Insights Practice might be the place for you!
Primary Responsibilities
- Design, manage and deliver client analyses, including customer sentiment analyses, customer journey optimization analyses, and visual dashoards
- Utilize speech and text mining tools to uncover actionable customer insights
- Project management responsibilities, including client communication, internal team management, scheduling and the packaging and presentation of deliverables
- Document business and functional requirements for dashboards and unstructured data analytics
- Serve as the end to end single point of contact for visualization and unstructured data analyses
- Configure user authentication and role based access in tools as needed
- Ensure that client deliverables are produced on-time and error-free
- Collaborate & communicate effectively with internal/partner project managers & technical liaisons, as well as customer business sponsors.
- Participation in product training, demos as needed
- Flexibility to adjust to changing priorities in a fast paced environment is a must.
- Occasional travel
Qualifications / Experience
- 3+ years of experience in business intelligence roles across marketing, CX and VoC business functions (mandatory)
- 2+ years utilizing speech and/or text analytics tools (preferred) – familiarity creating speech and/or text mining categorization models, sentiment analysis
- Demonstrated ability to interpret research and analytic output and provide strategic recommendations
- Client and project management skills
- Strong verbal and written communication skills
- Comfortable working in team-oriented, deadline driven environment
- Be inquisitive and personable with a strong understanding of business strategy, data visualization, and process improvement. Must enjoy independent and group problem-solving.
- Proficiency with Excel and Powerpoint, working knowledge of unstructured data analysis tools, and Business Intelligence (BI) tools a plus
- Graduate degree in business, computer science, economics or quantitative methods preferable
- Passion and ability to quickly learn new technologies
- Familiarity with basic syntax and Boolean search operators
- Some knowledge of SQL is a plus
Who We Are:
TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
TeleTech Consulting’s Insights Practice helps Fortune 1000 companies optimize the impact of marketing expenditures from demand generation, to customer development, and resource effectiveness. TeleTech’s industry knowledge and expertise, combined with a comprehensive and proven analytic approach, provides businesses with the marketing insights and analytical engines required to dramatically improve business results. Global leaders in automotive, financial services, retail, and consumer goods rely on TeleTech to help increase market share, boost customer loyalty, and optimize marketing spending.
What We Offer:
Bonus plan, 401K company match
Employee recognition programs, professional development, tuition reimbursement
State of the art technology which allows for seamless global connectivity
Learning and career growth opportunities via our global footprint
Rich wellness program and health incentives
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