Senior Omnichannel Analyst, CX
Assurant
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 $78,200 - $128,900 per year
Job Level
Senior
Tech Stack
SQL
About the role
- Partner with stakeholders (internal and external) to understand business needs and customer experience goals, building strong relationships and trust to influence their roadmaps
- Analyze and interpret customer journey data and integrate it with other sources to uncover meaningful insights, and translate them into clear, actionable recommendations
- Collaborate cross-functionally to drive customer experience improvements and clearly communicate its impact to key stakeholders
- Support the manager in identifying opportunities where data and analytics can address business or functional needs
- Own medium-complexity initiatives and partner with Analytics and Data Services for timely delivery; support manager on high-complexity projects
- Participate in regular meetings with stakeholders to provide status updates or change priorities
- Share best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear manner across audiences of varied levels
- Lead and/or collaborate with team members (onsite and virtual) on projects, to identify issues or request feedback
- May take on the development, testing & deployment of automated reporting solutions following standards and guidelines set out by the department
- Can be requested to mentor interns and more junior team members
Requirements
- Bachelor’s degree in the fields of statistics, business, mathematics, computer science or other related fields
- 4+ years of experience in a data analyst or similar role
- 2+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as SQL, Microsoft Reporting Services and/or Power BI – ideally within the contact center space
- Experience working in or with contact center environments
- Experience with a broad range of best-in-class database tools/analytics/research approaches and/or concepts
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisreport developmentSQLMicrosoft Reporting ServicesPower BIautomated reporting solutionsdata interpretationcustomer journey analysisanalyticsstatistical analysis
Soft skills
stakeholder engagementrelationship buildingcommunicationcollaborationmentoringinfluencingproblem-solvingproject managementteam leadershipadaptability