Channel Analytics

3 weeks ago

Chicago, United States Eclaro Full time

The Senior Manager Channel Analytics, will seek out analytical insights, reporting and process improvements that result in revenue generation. It will also drive superior customer & employee experiences and operational efficiency. The ideal candidate would have in-depth data & analytical understanding, along with an understanding of the business context of the channel. Proven team management, and the ability to manage change is required.

Acquiring, integrating, leveraging and democratizing new/existing sources of data that support customers, employees and channel effectiveness will allow the role to contribute significantly to the strategic evolution of the channel. Previous hands-on experience in data acquisition, transformation, aggregation via tools such as SQL, SAS, SPSS, Python, R, etc. would help to successfully coach and develop analytical talent. Deep understanding of Banking data, systems and technology partners, as well as leading edge contact center data and systems vendors would be a key asset.

The key focus of this job would be providing data, analytics and insights to business managers so that insights & decisions can be made through self-serve visual analytics reports & tools. Further, providing advisement to help business managers to uncover and act on insights would be a desired outcome. Extensive experience in self-serve BI tools such as PowerBI, Spotfire, SSRS, and others is key.

Understanding the external contact center environment - including industry best practices, trends and benchmarking within financial services, as well as more broadly across similar industries will allow the analytics lead to assist in bridging internal and external performance perspectives.

Long term planning for data acquisition, analytics & reporting, team talent and performance management, fostering strong team culture and engagement as well as cross-team partnership are required to drive success.

Finally, the position will foster a culture promoting integrity, empathy, diversity and responsibility.

Qualifications:

Foundational level of proficiency:

  • Technical design optimization.
  • Decision Making.
  • Systems Thinking.

Advanced level of proficiency:

  • Data visualization.
  • Data storytelling.
  • Data mining.
  • Creative thinking.
  • Problem solving.
  • Verbal & written communication skills.
  • Collaboration & team skills.
  • Analytical and problem-solving skills.
  • Able to manage ambiguity.
  • Data driven decision making.
  • Insights design.
  • Insights development and reporting.
  • Typically, between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • Deep knowledge and technical proficiency gained through extensive education and business experience.

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