Business Process, Operational Analyst

Jobtailor; California (MO); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking an analytics professional to lead Voice of the Customer data analysis, metrics tracking, and dashboarding. The role emphasizes turning complex datasets into actionable CX improvements and business impact.

Ideal candidates bring 5+ years in analytics and process improvement, proficiency in SQL, Excel, PowerBI, Tableau, and Salesforce, and a Six Sigma background to drive data-guided decisions across a fast-paced environment.

Qualifications

• Prior experience with Voice of the Customer data required.
• Experience analyzing operational data within a professional services or sales environment required.
• Five or more years of experience in analytics.
• Five or more years in process improvement.
• Must be savvy with SQL, Excel, VBA, PowerBI, and other tools.
• Statistical analysis and Lean/Six Sigma training preferred.
• Experience with Salesforce and QlikView desirable.
• Proven ability to translate complex data into business impacts.

Responsibilities

• Lead analytics projects to improve customer experience metrics.
• Create visualizations and dashboards to communicate trends to stakeholders.
• Review KPIs and track results to build business cases for initiatives.
• Develop business cases for continuous improvement efforts.
• Monitor key measures and prepare status reports on projects.
• Communicate opportunities identified by data analysis to management.

Skills

SQL Proficiency

Excel Proficiency

PowerBI

Tableau

QlikView

Data Visualization

Data Analysis

Salesforce

VBA

Six Sigma

Education

Six Sigma Green Belt

Six Sigma Black Belt

Tools

Salesforce

QlikView

PowerBI

Tableau

SQL

Excel

VBA

Job description

• Supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills


• Utilizes Six Sigma methodologies, functional knowledge, and business acumen to improve customer satisfaction and reduce inefficiencies


• Conducts analytics and visualization to analyze trends and communicate functional customer experience (CX) data


• Collaborates with team to review KPIs, tracks and trends results, and creates business cases for strategic initiatives


• Develops business cases for continuous improvement projects


• Identifies and monitors key measures to ensure project success and prepares project status reports


• Provides regular updates on OSAT and other key CX drivers


• Communicates and interprets improvement opportunities demonstrated by data analysis


• Influences and effectively manages change adoption strategies related to CX strategy and analytics


• Supports the development of presentations that deliver succinct recommendations to management team.

Requirements

• Prior experience with Voice of the Customer data required


• Experience within an operational support environment highly desired


• Experience analyzing operational data within a professional services or sales environment required


• Past clinical / hospital experience a plus and highly desirable


• Must be savvy and highly proficient with SQL, Excel, VBA, PowerBI, and other tools


• Statistical analysis and lean / green belt certification highly desirable


• Experience with Salesforce and Qlikview highly desirable


• Five or more years of experience in analytics


• Five or more years in process improvement


• Experienced in translating complex data sets and analysis into business impacts


• Strong MS office skills, particularly in advanced PowerPoint & Excel


• Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools


• Prior usage of reporting and dashboarding in Salesforce a plus


• Familiarity with concepts of database structures, data querying, data mining preferred


• Strong analytical, problem-solving, verbal, listening and interpersonal skills.


• Strong ability to visualize data to multiple audiences and levels of the organization


• Excellent Verbal, Written and Communication Skills.


• High attention to detail while multi-tasking on complex deliverables and stakeholder groups


• Strong business operations/business process knowledge/experience, prior clinical experience a plus


• Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously


• Embodies agile practices and can flex with business strategy changes.


• Six Sigma green or black belt training preferred.

Core Competencies

Demonstrates expertise in analytics and process improvement, utilizing tools such as SQL, PowerBI, and Excel to drive customer experience enhancements. Proficient in Six Sigma methodologies and capable of translating complex data into actionable business insights.

Highest-signal resume keywords

• SQL Proficiency


• PowerBI Expertise


• Six Sigma Green/Black Belt


• Voice of the Customer Experience


• Data Visualization Skills

ATS Optimization Keywords

Hard Skills

• Data Analysis


• Statistical Analysis


• Process Improvement


• Operational Data Analysis


• Business Case Development


• KPI Tracking


• Data Mining


• Dashboarding


• Lean Methodologies


• Advanced Excel Skills

Soft Skills

• Analytical Skills


• Problem-Solving Skills


• Communication Skills


• Interpersonal Skills


• Attention to Detail

Certifications & Qualifications

• Six Sigma Green Belt


• Six Sigma Black Belt

Industry Keywords

• Customer Experience


• Operational Support


• Professional Services


• Clinical Experience


• Business Operations

Tools & Technologies

• Excel


• PowerBI


• Tableau


• Salesforce


• Qlikview


• VBA