Mission: As part of the Customer Operations & Finance department and key member of the Contact Forecasting Team, your role will be to analyze customer interactions across all touchpoints and predict their future behavior, based on expected or planned events. You will collaborate closely with Customer Operations, Digital, Marketing, Finance, and Sales teams, contributing to initiatives that impact on customers and their contact behavior. Your work will ensure accurate impact assessments and effective planning of related activities.
Key Responsibilities: Your responsibilities will include:
Analyzing customer base and contact behavior by customer type, product, channel, seasonality…Generating insights to identify pain points and opportunities to enhance the customer journeyProducing rolling forecasts for customer contacts across all interaction channels (both human and digital)Monitoring and analyzing deviations between actual customer behavior and forecasted trendsPresenting key findings and insights to management on customer behavior and digital engagement, along with identified opportunitiesRequirements: Analytical background: at least 3 years' experience as a Data Analyst or Business AnalystAbility to interpret business needs and translate them into analytical approaches that drive reliable resultsStrong experience with cloud-based Data Lake environments and data managementProficiency in SQL for querying and data managementExperience with descriptive analysis and A/B testing and ability to implement and fine-tune statistical models, as well as generate insights from large datasets to drive business decisionsExpertise in predictive analytics, with a focus on time series analysis and machine learning models (e.g., ARIMA, Prophet, LSTM), to forecast trends and customer behaviorExperience with Python for data analysis, machine learning, and workflow automation is a plusProficiency in data visualization tools such as Tableau or Power BIAdvanced proficiency in Excel and PowerPointProblem-solving abilities and capacity to translate complex data into actionable insightsTeam-oriented, adaptable and organized, with time management skillsProficiency in English, both written and spoken
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