Senior Analyst - Customer Strategy & Innovation (Chicago or Houston)
About The Position
The Senior Analyst - Customer Strategy & Innovation leads end-to-end execution of performance improvement initiatives within Service Delivery. The role ensures structured delivery, cross-functional alignment, and measurable operational impact by turning identified opportunities into actionable project plans and driving execution with Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners. It integrates analytical insights and policy requirements into practical, scalable solutions intended to improve efficiency, customer experience, and agent workflows. The role ensures initiatives are delivered on time, grounded in data, and effectively adopted by the operation. The position works to improve agent performance through initiatives that increase SOP compliance, reduce quality defects, and improve resolution rates. It also manages strategic initiatives, develops and leads pilot and test programs, coordinates project communications and tracking, and identifies customer pain points and potential improvements to the customer experience. The role is based in Chicago or Houston.
Requirements
- Bachelor's degree or 4 years of relevant work experience.
- Strong analytical and problem-solving skills.
- Strong written and verbal communication skills.
- Experience presenting analytical data in a visual, easy-to-digest format using MS PowerPoint.
- Experience in project management.
- Solid understanding and working knowledge of MS Office tools, especially Excel, PowerPoint, and Word.
- Knowledge of call center operations.
- Must be legally authorized to work in the United States for any employer without sponsorship.
- Successful completion of an interview is required to meet job qualifications.
- Reliable, punctual attendance is an essential function of the position.
Responsibilities
- Lead end-to-end execution of performance improvement initiatives within Service Delivery, ensuring structured delivery, cross-functional alignment, and measurable operational impact.
- Translate identified opportunities into actionable project plans and drive execution across Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners.
- Integrate analytical insights and policy requirements into practical, scalable solutions that improve efficiency, customer experience, and agent workflows.
- Drive agent performance initiatives that improve SOP compliance, decrease quality defects, and increase resolution rates.
- Manage strategic initiatives to improve agents and processes, including timelines, action items, documentation, and meeting coordination.
- Develop and lead pilot and test programs by preparing materials, collecting feedback, tracking data, and developing go/no-go recommendations and plans.
- Keep stakeholders informed through clear updates, presentations, and task tracking to help projects stay on track.
- Identify customer pain points and recommend ways to improve the customer experience.
Benefits
- Medical benefits
- Dental benefits
- Vision benefits
- Life insurance
- Accident and disability benefits
- Parental leave
- Employee assistance program
- Commuter benefits
- Paid holidays
- Paid time off
- 401(k)
- Flight privileges
- Bonus and/or long-term incentive compensation awards
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What This Job Offers
Job Type
Full-time
Career Level
Senior
