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Contract: Business Process Optimization & Operations Analyst - Customer Experience

5 month CONTRACT role, targeted 05/01/2022 - 09/30/2022 with potential for extension. Remote friendly.
I. Purpose
The Business Process Optimization & Operations Analyst – Customer Experience Strategy supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g. service operations, sales operations, professional services), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improving productivity measures.
• 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
II. Specific Duties, Activities and Responsibilities
% of time
a. Analytics & Data Visualization 40
b. Strategy & Process Improvement 20
c. Project Management – Governance & Frameworks 20
d. Leadership & Change Management 15
e. Administrative/Other 5
III. Knowledge, Skills and Abilities
The Business Process Optimization & Operations Analyst – Customer Experience Strategy 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
- Timely completion of internal company documentation.
- Timely completion of any Company or Department required training.
Education or Equivalent:
Bachelor’s degree required, or underway (graduating seniors). Masters or MBA candidates encouraged.
Experience or Equivalent:
• Two or more years of experience in analytics
• Two or more years in process improvement
• Experienced in translating complex data sets and analysis into business impacts
• Strong MS office skills, particularly in advanced PowerPoint & Excel
• Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools
• Prior usage of reporting and dashboarding in Salesforce a plus
• 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 leadership, group facilitation, and project management skills. 
• 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
• Ability to effectively individually prioritize in context with team priorities to meet goals in the face of multiple demands
• Embodies agile practices and can flex with business strategy changes.
• Act as a key contributor in a complex environment. 
• Works with a minimal degree of supervision
Six Sigma green or black belt training preferred.
IV. Other
Work Environment:
Travel up to 10%.