Senior Analyst, Performance & Client Insights

US04 Richemont North America, Inc.; Grand Prairie (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Richemont North America, Inc. is seeking a strategic CRC Performance Analyst to translate operational data into actionable insights that drive business decisions and elevate the client experience within the North American Client Relations Center.

You will develop dashboards, monitor KPIs, and partner with Operations and cross-functional teams to identify risks and opportunities, supporting continuous improvement across the organization.

Qualifications

• Strong analytical capability and business acumen.
• Curiosity to challenge assumptions and translate data into insights.
• Ability to communicate findings to leadership.

Responsibilities

• Analyze CRC performance metrics (service level, inbound volume, AHT, abandon rate, CSAT, FCR, productivity) and other KPIs.
• Develop, maintain dashboards, scorecards, and reporting solutions using multiple platforms and data sources.
• Monitor performance trends, identify gaps, surface risks or opportunities affecting service delivery, client satisfaction, or operational efficiency.
• Conduct root cause analysis to identify drivers of performance issues, service breakdowns, and inefficiencies using quantitative and qualitative data.
• Evaluate end-to-end client journey across all touchpoints to identify friction points and improvement opportunities.
• Translate raw data into concise business narratives communicating trends, business impact, risks, and actions.
• Challenge assumptions and uncover overlooked risks and opportunities with data-driven insights.
• Quantify impact and prioritize opportunities based on client, operational, and financial risk.
• Partner with Operations, Workforce Management, Systems, Training, and cross-functional stakeholders to support process improvements and reporting enhancements.

Job description

Richemont North America, Inc. is seeking a strategic CRC Performance Analyst to translate operational data into actionable insights that drive business decisions and elevate the client experience within the North American Client Relations Center.

You will develop dashboards, monitor KPIs, and partner with Operations and cross-functional teams to identify risks and opportunities, supporting continuous improvement across the organization.