Analytics and Business Analyst at NICE Systems, Inc. in Atlanta, Georgia

Job Description:

Summary:

As the Analytics and Business Analyst for the NICE Customer Experience Insight program, you analyze large amounts of varied quantitative data related to customer experience and business outcome performance of contact center operations across many industries. In this capacity and in conjunction with the Insight program leadership of NICE Nexidia, you are responsible for planning, executing, and presenting complex statistical analyses of operational and performance outcome data to identify trends and insights into the best practices for delivering successful customer experiences. You will aggregate data from many sources, correlate and calibrate measurements across many dimensions, and proactively determine areas for drill-down investigation, conducting the analysis necessary to quantify observed performance gaps. You will facilitate and conduct root cause analyses to determine the underlying drivers behind the identified performance gaps, which may include observation, interviews, and process documentation. As the Analytics and Business Analyst for the NICE Customer Experience Insight program, you will at times work with the NICE Nexidia business consulting, Marketing, and product teams, as well as senior leadership of NICE and NICE Nexidia. Finally, you will produce documentation of key insights, with supporting data, and recommendations for incorporation into client communications and marketing materials.

The ideal candidate has a strong and comprehensive technical background in data-driven business analysis techniques, with experience performing data-driven analysis using reporting, analytics, and business intelligence tools that solves business problems, and a demonstrated ability to grasp, and then articulate, both orally and in written form, technical concepts to a wide variety of business audiences. The ideal candidate possesses the necessary excellent interpersonal skills to quickly gather and distill information, build relationships with strategic customers outside of NICE (as well as with key people within NICE), and champion their findings both inside and outside of Nexidia.

The ideal candidate also possesses strong technical and business analysis skills in order to quickly assess and remain abreast of the state of the Contact Center industry, especially with regard to trends in customer experience . This includes synthesis of any promising new best practices, new applications of technology, standards activities, changes in consumer behavior and expectations, etc.

Primary Function/Responsibilities:

• Serve as the focal point / subject matter expert within NICE Nexidia for the insights and findings of the Customer Experience Insight program


• Develop and maintain an excellent working knowledge of the broad set of data elements that exist in contact centers generally and those available within NICE Nexidia specifically.


• Evangelize your insights internally in order to facilitate cooperation with other groups as needed in order to maximize the value of your analytics efforts.


• Proactively work with marketing to create and publish interesting and valuable papers, infographics, presentations, and webinars. Participate in customer calls / meetings to communicate those insights and promote the value of the NICE Nexidia products that enable those insights.


• Evangelize the Customer Experience Index program externally: Participate in webinars, panel discussions & presentations to represent NICE as industry experts and thought leaders in our space.


• Be a "big picture thinker" by defining & implementing an ongoing and robust analysis program.


• Create content for webinar events / sales, marketing, pre-sales support as needed


• Follow the company Code of Ethics and NICE policies and procedures at all times.


• Communicate in an effective and professional way with customers in and outside of NICE.

• 5+ years of data/business analysis.


• Excellent oral and written communication skills in English including vocabulary, spelling, composition, and grammar.


• Ability to read and understanding technical information well enough to convey in original written communications to multiple audiences.


• Experience managing one's own time and balancing many different projects simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment.


• Ability to multi-task and meet deadlines when supporting requests that create competing priorities


• Ability to develop and maintain good working relationships with outside vendors to ensure optimal results and budgets


• Ability to communicate comfortably across all levels of corporate structure


• Ability to work with sales executives and assist with opportunities as subject matter expert, especially when offerings are new to market


• Demonstrated ability to take the initiative and work in a self-directed manner;


• Ability to thrive in a changing environment

• Working in cross-functional teams to ensure process integrity, support change management and create points of validation to improve overall business efficiency & ensure customer satisfaction.


• Expertise in the ability to query SQL databases to build datasets and various analytical tools for analysis execution is strongly preferred.

Required Education:

Bachelors degree required in a related field (data science, statistics, etc.). Masters degree preferred.

This job description is not intended to be all-inclusive, and employee will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Sponsorship currently not offered.

NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.