p/>Develop, automate and derive insights utilizing analytics and reporting tools; Collaborate and partner with Digital and Omni channel stakeholders to identify analytics and reporting requirements and baseline metrics prior to executing new use cases; Develop KPIs and reporting dashboards in Tableau/Qlik/Looker/Adobe to measure, analyze and report trends on system engagement and E2E CX journey metrics with path analysis, cohort segmentation, and value extrapolation; Source and analyze data from various data repositories, validate data for consistency, and partner with IT teams to ensure data integrity and KPI calculations; Stitch together data from multiple channels to formulate a complete customer journey 360 view; Create and deploy actionable dashboards for business owners to gauge performance and assist with omni channel optimization decisions; Develop reporting visualizations to highlight insights on opportunities to reduce journey fallout, channel hops, post digital assisted contact rate and optimize human interactions; Work on stakeholder scorecards and dashboards with executive leadership to gain alignment and promote usage and maintain consistent KPI definitions in Collibra for data governance; Run simulations for Omni insight personalization, holistically analyze end-to-end flows and paths; Correlate, interpret and summarize scorecard reports for Omni, assisted and cross-channel metrics and quantify business outcomes for data-driven campaigns and business performance.
Bachelor’s or foreign equivalent degree in Data Science, Computer Science, Computer or Electrical Engineering, or a related field, and 4 years of experience in the job offered or as a Business Intelligence or Analytics Developer, Data Engineer, or in a related/similar position.