Job Summary:

The Data and Analytics Manager will Support the Effective and Efficient Delivery of Assigned Data and Analytics Deliverable(s) and Project(s) and Assist in Designing, Modeling, and Implementing New or Modified Business Excellence and Improvement Solution(s). You will Partner with Delivery and Internal Innovation Team(s) and Client(s) to Drive Continuous Improvement by Using Data and Analytics to Identify Opportunities for Improvement, Develop and Present Business Case Justification(s) for Pursuing Opportunities, and Working with Account SME(S) to Leverage Continuous Improvement Model(s), Tool(s), and Technology to Achieve Measurable Result(s).

Essential Duties and Responsibilities:

• Demonstrate Experience and Expertise in Applying Contemporary Improvement Technique(s) and Producing Tangible Result(s), Perform Necessary Research and Conduct Advanced Analysis of Customer Speech Data to Identify Complex Trend(s) and Insight(s)

• Identify Opportunities, Recommendation(s), and Benefit(s) through Development of Algorithm(s) and Model(s) to Extract Valuable Information from Audio and Transcript(s), Create Customer Journey Map(s) and Process Map(s) to Develop an Optimized Future State Experience and Design while Incorporating Enhancement(s) for Segment(s) such as People, Process, Data, and Tech, Surface Trend(s) and Topic(s) Driving Interaction Volume(s) Across Human Assisted Channel(s) that Shape Operational Involvement(s), Process Optimization, and Drive Channel Strategy

• Create Best Possible Outcome(s) while Driving Customer Experience, Compliance, and Revenue while Generating Rich Analytic(s) and Insight(s) Across Key Performance Indicator Critical Project(s), Create Slide(s), Chart(s), and Information Pack(s) that Provide Accurate and Engaging Visual Material(s) for Different Key Stakeholder(s) from a Range of Level(s) and/or Function(s)

• Proactively Manage the Risk Register and Risk Process within the Project while Ensuring Mitigation Action(s) are In Place and Managed - and Escalating Issue(s) to Leadership as Appropriate, Monitor Project and Initiative(s) from Proposal to Benefit(s) Realization

Minimum Hiring Qualifications:

• 2 Year(s) Minimum Experience as a People Manager or Individual Contributor within Data and Analytics, Process Excellence, or Delivery Innovation is Required, Knowledge of Lean Six Sigma and Agile Methodology (Scrum - Certified Scrum Master Certification is an Advantage), Excellent Oral and Written Communication and Inter-Personal Skills with the Ability to Interact Effectively with all Level(s) of Management and Internal and External Client(s)

• Proficiency in Microsoft Excel and PowerPoint, System and Data Analysis, and Data Interrogation, Experience Working with AWS Service(s) (Contact Lens, Quick Sight, and Athena) in a Production Environment, Preferable Exposure to Digital Technologies and Data Science (Gen AI, RPA, Speech, Power BI, SQL, Python), Proven Team Leadership and Cross-Functional Team Experience, Excellent Attention to Detail and Strong Focus on Task Completion