19/09 Revathy S
Senior Consultant at Upgrade HR Consulting Pvt Ltd

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Manager/Senior Manager - Data Analytics - CX Analytics Team - eCommerce (10-18 yrs)

Chennai/Hyderabad Job Code: 745298

CX Analytics (CXA) team is looking to hire a Business Data Analyst to deliver BI Reporting, identify analytic trends, quantify and estimate insights to action opportunities, meet with SMEs/stakeholders to identify, define and measure KPI metrics for business impact across all Omni channels including online (desktop & mobile), chat, POS, stores and call centers. Responsibilities include guiding data-driven decisions and recommending Next Best Actions, analyzing Customer journey touchpoints, driving personalization of behavioral insights, cross-channel analytics, segmentation, assessment of overall impact for use cases and help define, refine, and measure business outcomes to transform customer experience from BI reports, Tableau/Qlik dashboards etc. This will also need to track campaigns, use cases, opt-in rates, conversion rates, channel engagement KPIs, empowering stakeholders to optimize channel experiences, championing efforts to optimize revenue, conversion, reduce churn, improve customer satisfaction and expense reduction for better CX/NPS value.

Job Duties

- Collaborate with channel stakeholders to identify analytic requirements and baseline metrics prior to executing new use cases

- Source 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 omnichannel optimization decisions

- Develop CX Journey visualizations to highlight insights on opportunities to reduce journey fallout, multi-channel hops, and post-conversion contact rate, ultimately improving both CX, NPS and profitability.

- Stakeholder scorecards and dashboards with executive leadership to gain alignment and promote usage.

- Perform A/B Testing, measure success metrics of new releases over existing flows, run simulations for Omni insight personalization, holistically analyze end-to-end journey paths

- Correlate, interpret and summarize scorecard reports, Next Best Action metrics and quantify business outcomes for data-driven campaigns and business performance.

- Data visualization skills and good experience using Tableau/Qlik to develop or enhance reports

- Evaluate and report 3rd party vendor tool POCs, develop comparative scorecards and provide recommendations

Must Have skills:

- Gathering Data Requirements from multiple stakeholders and consolidating them into KPIs, metric defintions, data sourcing, mapping to source databases, developing and documenting Metadata, Data Dictionary, provide Data Governance as needed and querying source systems in Terdata or Hadoop with good knowledge of SQL queries/joins/BI tools

- Data visualization skills and good experience using Tableau/Qlik to develop or enhance reports

- A/B Testing experience and KPI measurements for deriving insights from customer behavior and data patterns from Omni channels

- Measure, Monitor and provide Metric Variance by Month/Quarter/Year and compute business KPIs, develop data flow diagrams, process diagrams and ways to ensure accurate reporting of metrics/KPIs for all existing and new BI reporting

Desired Skiils

- 8+ years of professional work experience within analytics and dashboards

- Ability to create SQL queries to pull data from relational and non-relational data sources including Oracle, SQL Server, Teradata, Hadoop/HIVE SQL and EDW.

- Two or more years- experience with Adobe Analytics or related platform (ex. Google Analytics)

- Experience with R/Python, ML algorithms, Deep Learning techniques or other advanced analytics tools.

- Experience connecting sales/operational/channel data between multiple online and offline data sources.

- Analytical skills and problem-solving skills with capability and experience connecting sales/operational/channel data between multiple online and offline data sources to develop queries, analyze data and generate insights.

- Prior experience in CX Analytics or NPS Scorecards, Automated Dashboard Reporting, KPIs, Analytic Excel Reports and customer journey cross-channel analytics is a plus

- Any prior exposure to AI/Machine Learning and some high-level understanding of ML models or data science model metrics to generate insights


Degree or Master's degree in business, marketing, information systems, analytics/business intelligence, engineering, mathematics, statistics, behavioral sciences, MBA or other relevant technical disciplines.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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