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IC Senior_CX_Senior Analyst_Bay Area

Location: San Francisco, CA.
Company Description:

Ugam, a Merkle company, is a leading analytics and technology services company. Our customer-centric approach delivers impactful business results for large corporations by leveraging data, technology, and expertise. We consistently deliver superior, impactful results through the right blend of human intelligence and AI. With 4600+ people spread across locations worldwide, we successfully deploy our services to create success stories across industries like Retail & Consumer Brands, High Tech, BFSI, Distribution, and Market Research & Consulting. Over the past 21 years, Ugam has been recognized by several firms including Forrester and Gartner, named the No.1 data science company in India by Analytics Insight, and certified as a Great Place to Work®.

The name Ugam comes from the ancient Sanskrit language and means “source” or “origin.” Ugam seeks to be the source of solutions for the complex problems of retailers, brands and market research firms worldwide. The name signifies the company’s position as a pioneer in the market for data and analytics, and the source of relevant actionable insights for clients.

Job Description:

Ugam, a Merkle company and part Dentsu, is looking for a Senior Analyst

This role is responsible for translating assisted and digital support operational and VoC data into actionable insights that will drive operational and customer experience improvements. You will be synthesizing end-to-end support channels data with other transactional, operational, and demographic sources of data across customer journeys to proactively identify customer pain points and areas of opportunity to improve customer experience.

The ideal candidate will have a strong knowledge of customer experience best practices, customer support channels and digital analytics and is able to utilize various analytics and statistical tools to identify gaps and tell a holistic story with the data that translates into clear CX improvement actions.

Role: Senior Analyst Key

Responsibilities:

  • Focus on improving customer experience across the end-to-end journey by continuously listening to customers, synthesizing the data, and proactively distributing the findings to empower customer centric actions and decisions across the organization.
  • Work with cross-functional partners across the client’s organizations to gather requirements and create reports and dashboards that meet their needs.
  • Identify opportunities areas and customer experience gaps across all service touch points using various systems and data sources (web analytics, customer tickets, customer feedback, etc.)
  • Translate the CX and Customer Support (digital and assisted) data metric findings across different touch points into actionable insights that influence decision making and business optimizations
  • Utilize various systems and tools (Tableau, Excel, Medallia) to gather and analyze various sources of data to deliver timely and actionable insights
  • Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies
  • Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization
  • Advocate for customers by continuously developing periodic and ad hoc reports and proactively distributing the insights among appropriate stakeholders and track the improvements’ progress
  • Create and maintain robust pipelines of data that yield visualized dashboards
  • Create and manage self-serve dashboards for partners to quickly review real-time data
  • Work with customer support program managers and leaders to report on overall program performance and provide recommendations for CX improvements
Qualifications:

Qualification

  • BE / B. Tech/Master’s in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study

Experience:

  • 5+ years of work experience in a quantitative analyst role, including experience in customer support or customer experience functions, statistical analysis, or similar quantitative fields
  • Experience with analytical and statistical modelling or forecasting
  • Experience working with customer support operational data and metrics as well as web analytics data pertaining to digital support
  • Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
  • (preferred) Experience with customer- or agent-based datasets, such as customer support, social support, digital support and end-to-end support journey
  • Comfortable working autonomously and proactively, identifying new opportunities and reaching out to partners with new insights

Skills: Technical/Domain

  • Experience with building reports and dashboards using Tableau
  • Proficiency in querying, joining, and manipulating raw datasets for analysis using SQL
  • Experience using R or Python or SPSS or a similar scripting language/tool for statistical analysis
  • Experience with analytical and statistical modelling or forecasting
  • (preferred) Experience working or in support of a Customer Support, CX, or VoC, or Customer Insights team
  • (preferred) Experience in a technology field, such as gaming, consumer electronics, or online services is a plus

Competencies:

  • Must have exceptional and effective communication, organization, and time management skills
  • Must be pro-active and determined (Initiate action, Analytical and problem solver)
  • Must be detail oriented
  • Must be able to work with tight deadlines in a fast-paced environment
  • Must be willing to actively exchange feedback and improve as required by the role
Additional Information:

All your information will be kept confidential according to EEO guidelines.

About dentsu international

Part of Dentsu Group, Dentsu International is a network designed for what’s next, helping clients predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. Dentsu delivers people-focused solutions and services to drive better business and societal outcomes. This is delivered through five global leadership brands - Carat, Dentsu Creative, dentsu X, iProspect and Merkle, each with deep specialisms.

Dentsu International’s radically collaborative team of diverse creators unifies people, clients and capabilities through horizontal creativity to help clients create culture, change society, and invent the future.

Powered by 100% renewable energy, Dentsu International operates in over 145 markets worldwide with more than 46,000 dedicated specialists, and partners with 95 of the top 100 global advertisers.
www.dentsu.com

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