Group CX Business Analyst

Company description:

Digicel Group Limited

Job description:

Primary objective of the job: 

Drive and Improve department reporting and analysis across the Customer Care service channels and the CX touchpoints developed. Create dashboard that are real time that have the ability to alert when we are having service or experience issues, either as a group or at a market level. The CX business analyst is responsible for managing the preparation and distribution of periodic reports for internal and external stakeholders. Ensures that reports, filings, and documentation comply with company's regulations, professional standards, and reporting guidelines.

You will help ensure customer and internal stakeholders have access to and understand the powerful and actionable data so they see the effectiveness of Digicel’s CX strategy (understanding and improving customer pain points across all touchpoint by focusing on People, Process and Technology).

Main Duties and Responsibilities:

• Develop internal dashboards, reports, decks, and ad hoc analyses that provide insights into major projects, customer pain points and industry trends to help the CX Strategy team determine priorities and drive business objectives with customer
• Prepare, develop, and analyze daily, weekly, monthly, and quarterly reports and presentations regarding Key Performance Indicators (KPI)'s and other key statistical data presented to management
• Proactively contribute valuable insights based on CX best practices in the industry and competitive landscape (outside-in) and robust understanding of the customer needs (inside-out)
• Analyze raw data and develop written reports, summaries, charts, diagrams, and graphs for various internal and external sources that support data findings
• Creates and populates various reports for automatic distribution, Creates reports per requirements base on new data source
• Provide actionable insights to decision-makers and other stakeholders to influence strategy and performance
• Work closely with all cross-functional team to develop and facilitate best practice for data and analytics
• Analyze and define metrics to measure business performance
• Collaborate with the BI Engineers and Product teams to construct, improve, and maintain datasets
• Author and update internal and external documentation, and formally initiate and deliver requirements and documentation
• Identify and assess new contact centre and/or CX reporting requirements and supporting technologies
• Develop and Oversee a schedule for report generation, distribution and identify the distribution methods, initiate understandable reporting frameworks and feedback templates
• Maintain a contingency plan for reporting deliverables with risks and dependencies associated with each report
• Manages reporting environment and maintains databases and perform updates as necessary to ensure accuracy

Academic Qualifications and Experience Required:

• 3+ years of relevant experience as a Business Analyst, or similar role
• BS degree in Computer Science, Information Technology, or related field
• Ability to translate data into actionable insight
• Proficiency in Google Slides, Google Sheets, data visualization software (Power BI preferred)
• Strong problem solving skills and attention to detail
• Fluency in SQL

Functional Skills:

• Leadership
• Planning and Organizing
• Advanced excel skills to include formulas, macros, pivot tables, conditional formatting and linking 
• Strong in Data Analytics and Reporting
• Works well in a team with sound negotiation and problem solving skills
• Strong interpersonal capabilities and ability to work cross functionality with other leaders and influence decision making
• Ability to work well under pressure and to tight deadlines
• Ability to work in multi service channel environment
• Effective time management skills, responds swiftly and meets required timelines
• Strong verbal and written communication skills