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Performance Analyst

Call Center/Customer Service
Call Centers
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For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders:  to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand,  Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele.  In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer.  Our upscale eCommerce and direct-to-consumer division includes,,, and  Every day each of our 15,000 NMG associates works towards the goal of enabling our customer to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands.

 Job Summary:

The Customer Care Business Analyst will be responsible for organizing, analyzing and interpreting a variety of data sources and reports. This associate will utilize data to produce insights and recommend actions to Customer Care leadership on ways to improve business processes with the objective of increasing efficiency, alleviating customer friction points and increasing customer satisfaction.


· Work with different teams within Customer Care to understand and define their business processes.

· Identify existing sources of data or acquire new data sources from which performance can be measured.

· Organize multiple unstructured data sources into more accessible channels of information.

· Use statistical techniques to identify trends and patterns in complex data sets.

· Make recommendations for changing existing performance measures or creating new ones.

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

· Monitor KPIs on a continuing basis for process stability and trends. Alert stakeholders when KPIs exceed control limits and assist in researching and determining root cause.

Skills/Experience Required:

· Strong organizational and analytical skills with excellent attention to detail.

· Ability to work multiple projects concurrently.

· Experienced in statistical analysis methods.

· Experience using a variety of technologies to query and transforming data to fit your needs (e.g. SQL, OLAP, R, etc.).

· Advanced Microsoft Excel experience including…

o Writing and using advanced functions and formulas (e.g. lookup & reference, nested logical expressions, aggregation, etc.)

o Advanced Excel features (e.g. conditional formatting, data validation, pivot tables, external data connections)

· Experience creating informative and intuitive data visualizations.

· Experience creating polished and professional PowerPoint presentations.

· Experience using BI tools such as PowerBI, Tableau, BusinessObjects, etc. is a plus.

Additional Attributes Desired:

· Previous experience in a retail customer service and/or call center environment.

· Aptitude and eagerness for learning new technologies.

· Ability to work well with others, to listen effectively, and share necessary information.

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

· Ability to adapt in a regularly changing environment

· Dependable and trustworthy

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
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