Customer Analytics Consultant

  • Company:
    Verint Systems, Inc.
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    14 hours ago
  • Category:

Job Title: **Customer Analytics Consultant**

Location: **AU-Melbourne**

Job ID: **14805**

**The Role**

The main elements of this role will involve the assessment of our client’s current Voice of the Customer Analytics approach with a specific focus on Speech/Text Analytics, Automated Quality Management, Customer Feedback Management and CX enhancing technologies, defining frameworks for implementation, analysis methodology and optimisation of business operations across our clients’ operations.

**Key responsibilities:**

+ Delivering services and solutions that make customers Verint advocates and compels them to reinvest in Verint products and services

+ Develop and maintain key client relationships with the aim of becoming a trusted advisor

+ Assessing the client’s business needs and translating them to a Verint solution set

+ Definition and delivery of a tailored client VoC framework

+ Develop and maintain documentation relevant to the successful delivery of the program

+ Develop and deliver agreed reporting outputs, including manipulation, pro-active analysis and interpretation of data

+ Support of VoC installation and upgrade via training, consulting and scoping

+ Effectively liaise with internal and external stakeholders

+ Maintain subject matter expertise and thought leadership in best practice

**Key skills & attributes:**

+ A minimum of 3 years experience of Contact Centre operations, with a focus on the successful delivery of programs related to customer insights, business analysis, and data science

+ Exposure to some elements of VoC technology including Speech Analytics, Text Analytics, Survey management and/or Quality Monitoring

+ Excellence in delivering solutions-focused presentations, including the ability to handle and mitigate objections

+ Experience of working with and influencing customer stakeholders

+ Understanding of, and demonstrated experience in, using Adult Learning Principles

+ Effective verbal/written communications skills

+ Demonstrated ability of business analysis expertise

+ High level of computer literacy, including MS Office Products (Project, Visio, Word, Excel) and other productivity tools

+ Ability to travel when required

+ Bachelor’s Degree in a relevant field – _desirable_

+ Data Manipulation Tools (SQL, SSRS) – _desirable_

**You must have the right to live and work in Australia**

We thank all applicants for their interest, However we will only contact those selected for an interview.


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