Jobs for People with MS: National MS Society

Job Title:

Consultant I, Global Analytics Insights

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Consultant, Global Analytic Insights will deliver analysis of social media, customer experience, 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 Customer Experience Analyst also designs and implements initiatives to improve the customer journey and/or client internal processes. The Customer Experience Analyst will interpret data, identify root causes, build client relationships and contribute to the development of improvement efforts.

Essential Functions/Core 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. Performs analysis of large client data sets and provides recommendations for improvement related to the project with limited direction. Proactively determines areas for drill-down focus and conducts follow-up analyses to understand the drivers of performance gaps.

• Conducts planning, data collection, data cleansing and data linkage in preparation for analysis.

• Reviews and 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. Reviews client documentation related to the initiative and conducts assessments.

• May employ 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 solutions, assessments, and/or improvement recommendations and facilitate execution of initiatives.

• Collaborates with customers and other stakeholders on improvement projects. Presents findings and solutions to internal and external client stakeholders.

• 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.

Candidate Profile

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

• 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.

• 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

Career Level Description Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Analyzes possible solutions using standard procedures and principles. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Receives a moderate level of guidance and direction.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Salary Range:

The base salary range for this position is $ 91,457-137,186 that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays.

The position will be posted until 3/25/2025.

#LI-Remote

#ConcentrixCatalyst

Location:

USA SC Work-at-Home

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

•English (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf)

•Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRightsSp6.12.pdf)

To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .

If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .