Business Process / Operational Analyst

Roles & Responsibilities

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

The Business Process Analyst will effectively conduct the following activities as part of their role :

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 understands 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
• Ensure 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.

Experience Required

• Five or more years of experience in analytics
• Five or more years in process improvement
• Experienced in translating complex data sets and analysis into business impacts

Skills & Certifications

Strong MS office skills, particularly in advanced PowerPoint & Excel

Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools

Eligibilities & qualifications

Education or Equivalent :

Bachelor’s degree required. Masters or MBA preferred.

Experience or Equivalent :

• Prior usage of reporting and dashboarding in Salesforce a plus
• Familiarity with concepts of database structures, data querying, data mining preferred.
• Strong analytical, problem-solving, verbal, listening and interpersonal skills.
• Strong ability to visualize data to multiple audiences and levels of the organization
• Excellent Verbal, Written and Communication Skills.
• High attention to detail while multi-tasking on complex deliverables and stakeholder groups
• Strong business operations / business process knowledge / experience, prior clinical experience a plus
• Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
• Embodies agile practices and can flex with business strategy changes.
• Works with a minimal degree of supervision

Certifications

Six Sigma green or black belt training preferred.