Customer Analytics Manager | Lenexa, KS

Monday to Friday 8:00AM - 5:00PM EST

Support National Customer Services with Reporting and Analytics to drive better insights and value for our customers and our business. Lead a team responsible for transformational change through data analytics as well as continued standard reporting and analysis. Support the analytics process for business strategies from the beginning to the end (i.e. from curious question, to business requirements, to data model, technology and visualization aspects of Reporting and Analytics). Partner across NCS team and corporate/regional leaders to identify new ways to transform customer-oriented data into meaningful insights. Create a consolidated data strategy: Integrate the Current CRM, Telephony and corporate data lakes to enable and drive better, more informed decisions. Support the creation of KPIs and operational scorecards that serve as the basis of agent, supervisor and business reviews. Provide ad hoc data analysis to support the executive and operational needs of the business. Provide NCS training to optimize business processes. Lead data and root cause analysis for key process areas or proposed technological enhancements.

Support new data analytics and ongoing reporting in an operational model

* Lead a small team focused on a consistent operating cadence of daily, monthly weekly reporting needs (e.g. NCS Operational reporting)
* Create and manage the change process model for new analytics and reporting capabilities

Streamline existing models with processes and technologies that allow for big data scalability with intuitive visuals and UIs

* Automate/Simplify/Retire or Consolidate existing processes/reporting to the easiest possible execution
* Develop /program automation in VBA &/or Altyrx to collate multiple data feeds into single master data sets and automate daily reporting processes
* Query and collate metrics from automated and non-standard data sources to support agreed-upon operational definitions
* Perform checks and audits of all data sources to ensure resulting metrics are accurate and complete and data integrity is maintained

Support the end-to-end Analytics process model

* Use Continuous Improvement / QMS capabilities to design and develop new analytics
* Partner across NCS team and corporate/regional/executive & HTAS leaders to identify news ways to transform customer-oriented data into meaningful insights
* Collaborate with key stakeholders to design and adopt operating mechanisms to manage critical data at the local level in a single structured format
* Identify new opportunities for analysis by being naturally curious, convert those ideas to business requirements, find value and incorporate into a repeatable model
* Create process and template documentation for tracking and audit purposes

Support Analytics Data Design responsibilities

* Create a consolidated data strategy: Integrate the Current CRM, Telephony and corporate data lakes to able to drive better, more informed decisions.
* Design and develop KPIs operational scorecards that serve as the basis of agent, supervisor and business reviews.
* Provide ad hoc data analysis to support the executive and operational needs of the business.
* Provide NCS training within the NCS to optimize self-service reporting capabilities.
* Lead data and root cause analysis for key process areas or proposed technology needs

Owner and Data Integrity Validator for NCS Data used for reporting

* Design and maintain data submission templates to be used as the basis of master data sets
* Perform audits of all data sources to ensure resulting metrics are accurate and complete
* Data stored in NOC data suite
* Data stored in ODS (HTAS operational data store)
* Data stored in CMS / Aspect around telephony
* Data stored in QLS (Outbound priority)

QUALIFICATIONS

Required Work Experience:

* 7 years minimum work experience in role requiring analytics or reporting
* Continuous improvement/QMS
* Expertise in creating, managing and discerning large master data sets
* Expertise in rational database query and creation (Access & SQL)
* Process / Continuous Improvement Experience (GB Certification preferred)
* Working understanding and experience with relevant Order to Cash processes
* Direct experience in influencing operational leaders
* A proven track record in analyzing data and drawing actionable conclusions

Preferred Work Experience:

N/A

Physical and Mental Requirements:

Sitting for prolonged periods of time

Technical /Job Specific Knowledge:

N/A

Skills:

* Systems knowledge: QLS, QBS, QDSS, Cognos, QPS, QMPS, IDAA
* Software / Programming requirements:
* Excel- for data mining and creation of static modeling
* Minitab- for statistical analysis of historical data
* Access- for database queries and creation
* SharePoint / Tableau- for distribution of metrics / data sets
* Visual Basic / Alteryx- for automation of routine data management

* Expertise in rational database query and creation (Access & SQL)
* Results Oriented, Collaborative, Analytical, Problem Solving, Customer Focus, Negotiating, Functional / Technical Skills, Organizing

EDUCATION

Bachelor's Degree(Required)

LICENSECERTIFICATIONS

GB Certification

2023-30535