Sr. Omnichannel Analyst

Assurant

10d

About The Position

Are you passionate about using data and cutting-edge technology to transform customer experiences? Join us as a Senior Omnichannel Analyst and play a key role in activating insights and driving measurable improvements across digital and assisted channels. This isn’t the kind of analytics role where insights sit on a shelf - your work will directly inform decisions, optimize experiences, and help more than 300 million customers worldwide thrive.

Requirements

Bachelor’s degree in the fields of statistics, business, mathematics, computer science or other related fields
4+ years of experience in a data analyst or similar role.
2+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as SQL, Microsoft Reporting Services and /or Power BI – ideally within the contact center space.
Experience working in or with contact center environments.
Experience with a broad range of best-in-class database tools/analytics/research approaches and/or concepts
Familiar with CX technology platforms (Medallia preferred, but also Qualtrics, In-Moment and others)
Familiar with customer journey mapping
Strong analytical and problem-solving skills.
Excellent communication skills (both verbal and written), with the ability to present complex data in a clear and compelling way to non-technical stakeholders
Experience driving change within large, complex organizations
Ability to gather requirements from end users and translate them to an end product
Ability to lead projects and deliver results under time constraints
Ability to work independently and in a team to develop innovative solutions.
Ability to organize and balance multiple tasks and projects while meeting deadlines
Good presentation and storytelling skills
Ability to communicate business priorities with other teams, and ensure work is completed in time to meet established deadlines
Knowledge of Excel, MS word, MS PowerPoint
Determined, motivated and a self-starter

Nice To Haves

6+ years of experience in a data analyst or similar role.
4+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as Microsoft Reporting Services or Power BI - ideally within the contact center space
5+ years of Customer Experience initiatives and certification in CCXP or similar
Experience with transformation initiatives
Understanding of Agile concepts and exposure to TFS/Azure Dev Ops or similar
Understanding of fundamental data-warehousing concepts
Knowledge of quality assurance and testing procedures

Responsibilities

Partner with stakeholders (internal and external) to understand business needs and customer experience goals, building strong relationships and trust to influence their roadmaps.
Analyze and interpret customer journey data and integrate it with other sources to uncover meaningful insights, and translate them into clear, actionable recommendations.
Collaborate cross-functionally to drive customer experience improvements and clearly communicate its impact to key stakeholders
Support the manager in identifying opportunities where data and analytics can address business or functional needs
Own medium-complexity initiatives and partner with Analytics and Data Services for timely delivery; support manager on high-complexity projects
Participate in regular meetings with stakeholders to provide status updates or change priorities.
Share best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear manner across audiences of varied levels
Lead and/or collaborate with team members (onsite and virtual) on projects, to identify issues or request feedback
May take on the development, testing & deployment of automated reporting solutions following standards and guidelines set out by the department.
Can be requested to mentor interns and more junior team members