Business Analyst - Customer Service

This role is eligible to work remotely.

Job Summary:

The Customer Care Business Analyst will be responsible for measuring and analyzing the performance of the Neiman Marcus Customer Care center and its associates. You will consult with our leaders and subject matter experts to craft data-driven stories about the business. You will leverage our contact center data to produce impactful insights and recommend actions and goals to our leadership team. You will participate in projects to improve contact center business processes, increase efficiency, and improve our quality of service.

What are the main responsibilities of this job?

·         Consult with department leaders within the Customer Care org to understand their objectives and recommend opportunities for improving business processes.

·         Be an expert on our enterprise’s data, and handle data analysis inquiries from leaders who want to know more about specific topics.

·         Be an expert at querying & transforming data into more accessible channels of information to enable quick and easy analysis of business processes for yourself and others.

·         Prepare presentations for leadership and other business stakeholders that contain stories and actionable insights about the performance of their team(s).

·         Monitor KPIs and identify statistically significant trends/patterns/anomalies.

·         Make recommendations for the most effective way to measure the performance of teams and associates as well as recommend goals for those metrics that will help us meet our objectives.

What skills and previous experience is required?

·         2+ years working in a data analytics, business intelligence, or reporting role.

o    Experience with e-commerce, customer service, and contact center operations is preferred.

·         2+ years creating informative and intuitive visualizations and presentations that tell a story with data.

o    Creating Microsoft PowerPoint presentations.

o    Using Qlik Sense (preferred), Qlik View or other data analytics tools such as Tableau, Power BI, etc. Your experience should include creating content in these tools as well as analyzing content created by others.

·         2+ years advanced Microsoft Excel experience including…

o    Using pivot tables to perform multi-dimensional analysis.

o    Using advanced formulas, charts, conditional formatting, etc.

o    Some experience using PowerQuery, PowerPivot, & DAX is a plus.

·         2+ years working with relational data schemas and querying/extracting data from a variety of data storage/reporting systems.

o    Writing and interpreting SQL queries

o    Some experience querying data from SQL Server or Snowflake data warehouses is a plus.

·         Some experience with SharePoint Online, PowerApps, and PowerAutomate is a plus.

·         Bachelor’s degree in an analytic/quantitative discipline or sufficient on the job use of related skills.

What other qualities are we looking for?

·         Self-driven, highly motivated, and independent minded individual who has a natural curiosity for understanding operations via data.

·         Excellent investigative skills with a passion for finding the root cause of an issue.

·         A keen eye for spotting data results that are out of place, or don’t fit within normal expectations.

·         Ability to balance working on multiple projects with different priority levels.

·         Strong aptitude and passion for learning new technologies.

·         Ability to work well with others, to listen effectively, share necessary information, and stay informed on changes in the business and industry trends.

·         Composes and communicates materials and information that is clear, concise, and appropriate to the intended audience.

·         Dependable and trustworthy.