Fractal Analytics - Senior Consultant - Customer Service Analytics

Responsibilities :

- She/He will be part of the team that identifies and develops advanced analytics models and solutions for Customer Service analytics to improve Customer Experience.

- Will collaborate and support a range of functions. Design and execute consumer service analytics to guide prioritization of opportunities, strategies and actions. Is responsible analytics model/design development and integration of customer insights.

- Responsible for working with the cross functional team to develop and articulate strategies that are grounded in insights and facts

- Measure performance of each of the initiatives and solutions developed

- Identify and develop KPIs and diagnostics

- Track and analyze customer experience progress and impact

- Build and maintain knowledge related to Customer Experience

- Synthesize learning, continuing to add and evolve the thinking as more becomes available and implement the same across geographies

- One of the key responsibilities is distilling and communicating the insights to the cross functional team as well as the executive team by compelling storytelling to bring the insights to life to inspire action

- Frequent interaction with Senior Management providing status update on high priority projects and initiatives

- Demonstrating the importance of customer insights

- Championing the voice of the customer

Qualification & Experience :

- Knowledge of R, SAS, Excel for data analytics

- 4 to 7 years experience in Customer Experience/Customer Insights Research with retailer and/ or brand that has been focused on elevating and redefining customer experience.

- Good to have: Experience in designing, executing and leveraging appropriate analytics focused on journey mapping and customer experience

- Experience working on a global team

- Strong Leadership Skills: consultative, facilitation, ability to align teams and move large projects forward.

- Work experience leveraging influencing skills without direct authority

- Expertise in applying both qualitative and quantitative methodologies along with more specialized approaches applied to customer journey work such as mining social media data etc.

- Ability to create compelling - stories- which integrate the research and other disparate information

Education : BTech/ MSc (Stat) /MSc. (Math) /MA (Econ) from Premier institute