北京招聘

DIMENSION & SCOPE:

The Analyst will deliver analysis of CX, customer satisfaction, digital experience, voice & text, operational performance and other data streams to identify, recommend and support business enhancement strategies to improve the overall performance of each client. This position works on an analytic team to assess key customer, internal and other processes that have an impact on the customer journey. The Analyst also designs and implements initiatives to improve the customer journey and/or client internal processes. The Analyst will interpret data, identify root causes, build client relationships and contribute to the development of improvement efforts.

SPECIFIC RESPONSIBILITIES

In more specific terms, detail function-by-function / responsibility-by-responsibility what the incumbent is held accountable for over a given period of time, beginning with the major duties.

PRIMARY DUTIES AND RESPONSIBILITIES:

· Demonstrate experience in applying contemporary improvement techniques and producing results for a function and/or business unit.

· Assesses current business performance against the business strategy for a specific site and/or function.

· Analyzes qualitative and quantitative data and identifies opportunities. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps.

· Documents current processes as part of gap or root cause analysis and input to improvement initiatives; identifies gaps that may be contributing to overall business and CX results.

· Employs tools such as BI, speech analysis, text analysis, or other advanced analytic tools to develop insight.

· Facilitates and conducts root cause analysis to determine the underlying drivers behind gaps. Root cause may include on site observation, interviews, and process documentation.

· Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.

· Works with multiple teams of business practitioners to synthesize findings, develop improvement recommendations and lead execution of initiatives.

· Collaborates with customers and other stakeholders on improvement projects.

§ Envisions use of and coordinates with data science professional for development of statistical linkages, use of AI or other techniques.

§ Develop updates to reflect current status of activities; monitors progress against action plans; isolates initiative effectiveness key business outcomes.

§ Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.

§ Contributes to team objectives and outcomes.

§ Produces quality analysis or root cause work with minimal supervision; meets timing demands.

EDUCATION AND EXPERIENCE

List appropriate work experience, education, and/or professional certification(s).

§ Bachelor’s degree in related field from a four-year college or university with three to five years related experience

§ MBA a plus

§ Six Sigma training and green belt certification a plus

§ Experience with speech and text analytic tools and/or other AI tools a plus

CANDIDATE PROFILE

List appropriate knowledge, skills, and abilities.

§ Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.

§ Strong organizational and project management skills.

§ Strong problem-solving skills; proven experience in consulting or improving business and/or CX processes.

§ Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources.

§ Good written and oral communication skills; strong interpersonal communication and ability to work well in teams.

§ Strong client service orientation

§ Experience with contact centers, customer satisfaction or CX data analysis is preferred

§ Experience with statistical concepts and applications

§ Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.

§ Experience working in an emerging and rapidly changing environment.

§ Demonstrated ability to meet deadlines, even in a demanding and changing environment

§ Ability to travel periodically.

§ Must have proficiency with contemporary analytic technologies.

大连隆基科技始创于2009年，是一家以计算机软件技术为核心，通过软硬件产品结合研发的策略，为各行业提供优质的信息化产品及解决方案的高科技公司。业务范围覆盖技术咨询、调研分析、方案设计、软件开发、系统集成、售后支持等服务，专注于高科技、金融、医药、制作等领域并积累了丰富的经验。
隆基通过多年积累，已经形成了包括：行业解决方案、应用解决方案、工具平台解决方案、企业基础数据平台解决方案、基础设施平台等多种服务于企业全面IT战略的综合解决方案。提供的服务涵盖了“企业咨询服务、企业数据服务、企业应用服务、企业治理服务”全部领域。

隆基总部位于大连，在上海、北京等地分别设立研发团队，形成了一个包含资深业务专家、项目经验丰富的管理人员及优秀的技术研发人才在内的团队。

公司将以绿色IT战略、绿色IT咨询服务为宗旨，将帮助您低碳减排。为客户提供先进的技术，提供安全、可靠、高质量、易扩展的行业解决方案；以专业化的服务宗旨，帮助客户实现信息化管理的***实践方式，以满足客户在业务快速发展下的不同需求。