Customer Service Business Process Analyst

Position Summary:

The Business Performance Analyst serves as a vital bridge between data and decision-making, leveraging analytical skills to empower the Customer Service Organization in achieving its goals more effectively. By analyzing business performance data to establishing metrics and providing actionable insights, the Analyst will drive strategic decision-making and collaborate with all CSO departments to optimize processes, enhance efficiency, and support the company’s growth objectives.

This role can be based in either Durham, NC or Salt Lake City, UT.

Primary Responsibilities:

Lead and conduct comprehensive analyses and develop strategy recommendations to enhance the companys policies, workflows, and methodologies. This includes optimizing processes within CRM, SAP, and external tools utilized by customers for placing orders and making inquiries.

Develop and deliver dynamic, forward-thinking reports to department Sr Leaders and Management, transforming complex data into clear, actionable insights. Provide monthly updates to leadership on key metrics, Revenue, financial impacts, and necessary actions to maintain or achieve strategic goals.

Leverage advanced analytics with innovative approaches to interpret data, revealing underlying patterns, trends, and insights that may not be immediately obvious. By transforming raw data into compelling narratives, you will help stakeholders understand the significance of the findings and how they relate to our strategic objectives. Through this process, drive and foster a data-driven culture that encourages proactive problem-solving and continuous improvement.

Proactively work with stakeholders to understand their needs and deliver comprehensive data reports and visualizations. Build SMART metrics and KPIs. Provide tools for teams to have live data access when possible or provide routine proactive progress reports.

Lead and conduct comparative analysis to benchmark our performance against industry best in class. Include this as part of the analysis presented.

Develop new reporting in CRM, Tableau, SAP, Snowflake, future databases introduced and other tools to provide insights and all detail tracking of areas of improvement.

Understand and assist in the development of advanced AI models by leveraging CRM, SAP, and other databases.

Perform all work in compliance with company quality procedures and standards.

Performs other duties as assigned.

Education, Skills, & Experience:

Bachelors degree in business, marketing, data science, or a related field with 4 years’ experience working as a Process Analyst & 3 years’ working experience with CRM workflows and reporting

High School Diploma/GED with 8 years’ experience working as a Process Analyst & 3 years’ working experience with CRM workflows and reporting also accepted

Experience in Business Analysis or Data Science also accepted

Experience in a Customer Service Market preferred

Experience building Tableau reports preferred.

Salesforce, SAP, ServiceMax experience preferred.

Case management experience is a plus

Healthcare, Pharma, or Medical device industry experience is a plus

Experience data mining is a plus

#LI-US