Senior Lead Analyst - Customer Service Analytics - KPO

Looking For Sr Lead Analyst - Customer Service Analytics For a Leading KPO in Pune

- We are looking for a Senior Lead Analyst for the Customer Services Analytics Vertical to work alongside clients- various business functions and play a critical role in analyzing data, building models and identifying opportunities to improve clients- business metrics.

- Minimum 8 years of experience wherein the role holder should have good experience in working on at least 3 of the following areas across the Customer lifecycle :

 Customer Acquisition: Target marketing, Campaign analysis, Customer behavior profiling & segmentation, Channel effectiveness Analysis, Propensity Modelling

 Customer Development: Customer Lifetime modeling, Cross / up sell, Next Best Offer analysis, Net Promoter score / Loyalty analytics, Market Basket analysis, Most Valuable Customer analysis

Customer Retention: Customer retention analysis, Survival / attrition analysis

KEY RESPONSIBILITIES :

1. Define business metrics relevant to the client's business functions & take complete ownership for driving their improvement

2. Develop paid PoCs (Proof of Concepts) working with client stakeholders and mapping their business pain points and problems

3. Performs quantitative and qualitative analysis like (raw) data analysis, statistical modelling, data deep-dives etc. to acquire insights from data

4. Develop actionable insights to drive outcomes.Translates insights into an analysis report and communicates the insights back to the requestor.

5. Map insights to action items (working with clients stakeholders) in order to improve business metrics

6. Facilitate monitoring of actions to drive outcome:Monitor actions (targeted business outcomes achieved)- by providing guidance and feedback to the operations team

7. Works with Reporting specialists to standardize and automate recurring analytical requests into standard reports and dashboards

8. Project governance: Ensure compliance to governance model. Seek and manage customer feedback in order to ensure strong customer satisfaction on projects

Must Haves Skills & Experience : 

- Extensive work experience in Analytics, building statistical models using various Analytical tools like SAS, R, Tableau is a must. Expert knowledge of advanced statistical techniques like Decision Trees, CART, SEM, Forecasting techniques and tools like regression, correlation, etc.

- Excellent Data Interpretation skills and Strong story-telling skills around the data

- Possess strong communication & presentation skills. Should have strong client Interfacing and relationship skills