Infosys BPO - Senior Lead Analyst - Customer Service Analytics - Knowledge Services

1. OBJECTIVE OF THE ROLE:

Reporting & Analytics is a newly practice established and one of the fastest growing businesses in the company. As part of this Practice, we are looking for a Senior Lead Analyst to work alongside clients- various business functions in Customer Services and play a critical role in analyzing data, building models and identifying opportunities to improve clients- business metrics.

The role holder should have good experience in at least 3 of the following areas across the Customer lifecycle:

- Customer Acquisition: Target marketing, Campaign analysis, Customer behavior profiling & segmentation, Channel effectiveness Analysis, Propensity Modelling

- Customer Development: Customer Lifetime modeling, Cross / up sell, Next Best Offer analysis, Net Promoter score / Loyalty analytics, Market Basket analysis, Most Valuable Customer analysis

- Customer Retention: Customer retention analysis, Survival / attrition analysis

2. RESPONSIBILITIES:

1. Identify relevant KPIs: Define business metrics relevant to the client's business functions & take complete ownership for driving their improvement

2. Identify key factors impacting KPIs: Identify upstream, downstream or operational factors that impact the achievement of target levels of the KPIs

3. Develop paid PoCs (Proof of Concepts) working with client stakeholders and mapping their business pain points and problems

4. Works with relevant Enterprise information management teams to organize the data capture and models for data analysis

5. Develop analysis to understand performance: Performs quantitative and qualitative analysis like (raw) data analysis, statistical modelling, data deep-dives etc. to acquire insights from data

6. Develop actionable insights to drive outcomes: Translates insights into an analysis report and communicates the insights back to the requestor.

7. Map insights to action items (working with clients stakeholders) in order to improve business metrics

8. Facilitate monitoring of actions to drive outcome: Monitor actions (targeted business outcomes achieved)- by providing guidance and feedback to the operations team

9. Works with Reporting specialists to standardize and automate recurring analytical requests into standard reports and dashboards

10. Project collaboration: Work effectively both independently and as a member of cross-functional teams

11. Project governance: Ensure compliance to governance model. Seek and manage customer feedback in order to ensure strong customer satisfaction on projects

3. EXPERIENCE / SKILLS / EDUCATION:

3.1 Work Experience

- 5-8 years- experience in the Customer Services domain - extensive work experience at a Senior Management / Transformational Consultant role's

- At least 2-4 years- experience in front-line business consulting, crafting solutions and delivering presentations to management teams

- Experience in analytics building statistic models using SAS, R, and Minimum 5 yrs of Model building experience.

- Expert knowledge of advanced statistical techniques like Decision Trees, CART, SEM, Forecasting techniques and tools like regression, correlation, etc.

- Ability to analyze data & interpret results

3.2 Skills - Must Have

- Excellent Data analysis and interpretation skills - proven skills in Excel modeling & analysis

- Strong story-telling skills to deliver recommendations from data analysis - proven skills in PowerPoint, in a business-case presentation context

- Fluent verbal and written communication skills, presentation skills,

- Self-motivated and takes ownership

- Project management skills

3.3 Skills - Good to Have

- Hands-on experience with any of the analytical tools (SAS, R, Tableau, etc.)

- Skills in SQL and Data visualization

3.4 Education

- Post Graduate or MBA (preferred) from Tier 1 institutions with graduation in Engineering / Mathematics / Operations Research / Science