About the Role:
We are hiring for a Reporting Analyst to drive our client’s customer experience analytics and help them craft the next chapter of customer engagement and retention. In this transformational role as Reporting Analyst of Customer Experience Analytics, reporting to the VP of Customer Experience Analytics, you’ll be at the epicenter of data-driven decision-making. You’ll be at the forefront of a rapidly evolving customer relationship management environment, working collaboratively with a team of professionals dedicated to defining the future of interaction management. By leveraging your unique blend of analytical capability and industry knowledge, you’ll unlock insights from customer and interaction data to enhance overall customer experience, drive business growth and maximize Customer Lifetime Value and EBITDA.
Roles and Responsibilities:
- Strategic Analytics: Leverage statistics and data science to create models to understand our customers behaviors – focusing on customer experience, satisfaction, loyalty, and retention across multiple platforms (voice, chat, SMS, app, web). Develop predictive models to anticipate customer behavior, identify trends and proactively address potential issues or opportunities.
- CLV Integration: Holistically evaluate customer interactions impact to customer lifetime value.
- Impact Analysis: Develop segmentation, classification, and statistical analyses to measure the impact of actions on CLV.
- Collaboration: Interface cross-functionally with various teams, including Data Warehousing, Data Science, Product, and Customer Experience.
- Insights: Leverage the latest in cloud technologies to amplify your analytical depth, especially focused on applied machine learning.
Requirements :
- 5+ years of experience
- Education: Bachelor’s degree in Economics, Statistics, Computer Science, Engineering, or related field. Advanced degrees would be a distinct advantage.
- Technical Skills:
- Proficiency in programming languages such as Python or R.
- Familiarity with data manipulation libraries and tools, like Pandas, NumPy, and data visualization libraries like Matplotlib or Seaborn.
- Experience with SQL for querying and managing relational databases.
- Proficiency in Google Cloud Platform
- Statistical Knowledge: Understanding of statistical concepts and techniques, including hypothesis testing, regression analysis, and probability theory
- Data Wrangling & Visualization:
- Ability to clean and preprocess data, handling missing values, outliers, and data inconsistencies.
- Proficiency in data transformation techniques to prepare data for analysis.
- Understanding of data storytelling to effectively communicate insights to non-technical stakeholders.
- Intermediate to advance Powerpoint presentation skills; Tableau & ThinkCell a plus.
- Tools and Software:
- Proficiency in using data analysis and visualization software such as Jupyter Notebooks, Excel, or equivalent tools.
- Knowledge of data storage technologies, such as relational databases and NoSQL databases, and how to access and extract data from them.
- Communication Skills & Problem-Solving Abilities:
- Strong written and verbal communication skills are essential to convey complex data findings to non-technical stakeholders.
- Collaboration and teamwork skills to work effectively with cross-functional teams.
- Analysts should be able to identify business problems, formulate data-driven hypotheses, and develop solutions based on data analysis
Non-technical requirements:
- You should have experience working on client-facing roles.
- You have to be available to work from our Bangalore office from Day 1 in a night shift.
- You should have strong communication skills.
- You should have strong analytical skills.
About Eastvantage:
At Eastvantage, our mission is to create meaningful jobs and provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.
We are an independently-owned Global business solutions company enabling offshore operations from our locations in the Philippines, India, Bulgaria, Vietnam and Belgium. With European roots, we provide our services to global companies that have offices in every populated continent in the world. We have been in the industry for over a decade, growing from a handful to over 1200 happy employees over the years.
We invite you to navigate through our website to get to know who we are, to see what sets us apart in culture and thinking. Join us and be part of our success story!
