Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our game-changers:

* Challenge Conventions

* Deliver outcomes unimagined

* Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

The Analyst, Global Analytic Insights will deliver analysis of social media, customer experience, digital experience, voice & text, operational performance and other data streams to identify, recommend and support business enhancement strategies to improve the overall performance of each client. This position works on an analytic team to assess key customer, internal and other processes that have an impact on the customer journey. The Consultant I, Global Analytic Insights also designs and implements initiatives to improve the customer journey and/or client internal processes. The Consultant I, Global Analytic Insights will interpret data, identify root causes, build client relationships and contribute to the development of improvement efforts.

• Experience in conversational analytics methods and tools (Callminer, Genesys, etc..)
• One of the key elements of this role will be to support the ignition of our conversational analytics tool deployments, setting our clients up for success and helping them maximises the potential value.
• Demonstrate experience in applying contemporary improvement techniques and producing results for a function and/or business unit.
• Assesses current business performance against the business strategy for a specific site and/or function.
• Analyzes qualitative and quantitative data and identifies opportunities. Performs analysis of large client data sets and provides recommendations for improvement related to the project with limited direction.  Proactively determines areas for drill-down focus and conducts follow-up analyses to understand the drivers of performance gaps. 
• Conducts planning, data collection, data cleansing and data linkage in preparation for analysis.
• Reviews and documents current processes as part of gap or root cause analysis and input to improvement initiatives; identifies gaps that may be contributing to overall business and CX results.   Reviews client documentation related to the initiative.  Conducts assessments.
• May employ tools such as BI, speech analysis, text analysis, or other advanced analytic tools to develop insight.
• Facilitates and conducts root cause analysis to determine the underlying drivers behind gaps.  Root cause may include on site observation, interviews, and process documentation.
• Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.
• Works with multiple teams of business practitioners to synthesize findings, develop solutions, assessments, and/or improvement recommendations and facilitate execution of initiatives.
• Collaborates with customers and other stakeholders on improvement projects.  Presents findings and solutions to internal and external client stakeholders.
• Envisions use of and coordinates with data science professional for development of statistical linkages, use of AI or other techniques.  
• Develop updates to reflect current status of activities; monitors progress against action plans; isolates initiative effectiveness key business outcomes.
  • Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
  • Contributes to team objectives and outcomes.
  • Produces quality analysis or root cause work with minimal supervision; meets timing demands.