Digital Analytics and Optimization Analyst

As the Digital Analytics and Optimization analyst, you will be responsible for overseeing our self-service capabilities across channels(IVR, Chat Bot, Web, Mobile App). Your role will involve monitoring performance metrics, in depth analysis of data trends, patterns, and anomalies, collaborating with IT and business partners, and executing changes to optimize customer interactions and satisfaction. You will foster a mindset of optimization and innovation across the organization. Key Responsibilities: Channel Management: Oversee the chat bot, web, mobile app, and IVR channels, ensuring they deliver seamless and efficient self-service experiences. Monitor key performance indicators such as containment, deflection rates, and customer satisfaction scores. Performance Analysis and Optimization: Analyze data from chat bot and IVR interactions to identify trends, pattern, issues, and opportunities for improvement. Translate data findings into actionable recommendations that align with business goals. Develop and implement strategies to enhance channel performance, reduce call volumes, and improve customer satisfaction. Collaboration and Recommendations: Partner with IT and business teams to recommend and implement changes that enhance the effectiveness of our digital service channels. Work cross-functionally to align channel improvements with overall business objectives and customer needs. Reporting and Communication: Create and update dashboards and reporting for critical metrics that will showcase the effectiveness and outcome of changes made to our digital service capabilities Provide regular updates to stakeholders on performance metrics, improvement initiatives, and strategic plans for chat bot and IVR channels while also providing recommendations to our web and mobile app teams. Communicate effectively with team members and stakeholders to ensure alignment and transparency in product development and optimization efforts.