Data Analytics & Business Process Lead

The Business Process & Operations Data Leader leads a team that manages the data, workforce management, and business process testing for the Customer Experience Engagement Center. This includes accurate data collection, processing, automation and analysis with root causes in the Customer Experience Engagement Center. This position will be the expert in finding data solutions and have the business mindset to convert insights into continuous improvement opportunities for the CXEC and business stakeholders. The Team Leader develops clear KPIs in current and emerging workstreams, models optimizing strategies across the business. This position sets targets for the team, and leads the development and management of dashboards, reporting, and data sets. This position is the Subject Matter Expert for business testing of related SAP and digital products, to include our online ordering portals.

Responsibilities:

• Collaborate with cross-functional teams, including all call center departments, digital product teams, regulatory/quality, IT and marketing to develop data insights and trend reporting that solves customer pain points, pushing forward customer experience initiatives and creates operational efficiencies.

• Lead key data metrics development for optimal operational efficiencies, modeling optimal staffing strategies, setting metrics and reporting for AI tool and chatbot performance, report and evolve new and existing key metrics appropriately. Proactively champion product improvements based on timely data insights.

• Analyze customer data and identify patterns, trends, and insights to develop AI models and algorithms that improve customer service and support operations. Seek opportunities for continued efficiencies and automation of reporting. Coordinate with US Digital and Global team for streamline data management.

• Manage and update data visualization dashboards and other reports, to include validating data sets powering dashboards, creating clear KPIs and targets, ensuring strong execution and accountability, training users and improving tools based on stakeholder feedback. Ensure all department data streams are accurately flowing into Cloudbased data storage centers, with appropriate masked for internal and business partner usage and retention requirements.

• Evolve the CXEC data strategy that incorporates descriptive, diagnostic, predictive, and prescriptive categories. Assists in current / future state department analysis to identify gaps and opportunities for improvement, and optimizing business processes.

• Manage a team that supports data analytics, workforce management and business process execution including coaching, training, career planning, and performance management to help drive strong execution, accountability, and prioritization across projects and other business needs

• Lead business testing for SAP and product upgrades and roll-outs of new platforms related to order management and data analysis. Liaise with Product owners for solutions and improvements in customer facing products that CXEC supports. Log IT tickets and coordinate with IT resources. Support operations and identify root cause analysis for operational downtime related to gaps in SAP and other integrated order management platforms.

• Stay abreast of industry trends and customer needs delivering recommendations to department leadership that help identify measurable goals, strategies and tactics that push team and department priorities forward.

Required Qualifications:

• Bachelor's degree in business, IT, or related field

• 2+ years of systems business testing

• 3+ years experience in analytics

• Proficiencies in systems such as Microsoft Excel, Google Suite, SAP, CRM,CCaaS, DOMO, SQL, and/or related analytical tools.

• 1+ years of experience in AI and LLM tools

Preferred qualifications:

• 4+ years people management experience

• Experience in SQL and/or Domo

• 2+ years business testing in SAP production

• 3+ years experience leading call center teams or order management