Business Analyst

Overview

Join a global automotive leader as a key member of their Customer Care Reporting and Analytics team! This role offers a unique opportunity to transform customer data into actionable insights, directly impacting the ownership experience for millions of drivers. As a Reporting Business Analyst, you’ll be on the front lines of optimizing customer interactions, improving operational efficiency, and shaping the future of customer service.
As a Reporting Business Analyst, you will play a pivotal role in enhancing the customer journey. You will dive deep into data, uncover hidden trends, and provide the business with the knowledge needed to make data-driven decisions that improve customer satisfaction and operational effectiveness. Your analytical expertise will directly impact the customer experience and contribute to the company’s continued success.

Responsibilities:

• Analyze telephony data (real-time and historical) to identify trends and areas for improvement within the customer interaction channels.
• Develop and maintain reports and dashboards within the CRM platform (Salesforce) to track key performance indicators and provide insights to stakeholders.
• Create automated reporting processes to improve efficiency and deliver timely information to global and regional teams.
• Collaborate with various stakeholders (Vehicle Brands, Connected Services, Critical Customer Management, and Contact Center Operations) to gather data requirements and ensure reporting needs are met.
• Analyze customer feedback and contact drivers to identify areas for improvement in customer service processes and provide valuable insights to inform product and service development.
• Develop and maintain operational dashboards and reporting tools for Customer Care and contact center vendor management.
• Leverage data mining techniques and predictive modeling to anticipate customer demands and optimize call center efficiency and effectiveness.
• Research and integrate artificial intelligence/machine learning models into future enterprise strategies to enhance customer service capabilities.
• Prepare and deliver presentations on key performance indicators and related topics for high-level meetings.

Must-Have Qualifications:

• Bachelor of Science Degree in Project Management, Business Administration, or Decision Science/Statistics
• 1-2 years of analytics experience
• Proficiency in the Microsoft Business Suite (Excel, PowerPoint, Power BI)
• Experience with Genesys Cloud platform and reporting tools
• Knowledge of Salesforce and Salesforce reporting tools
• Strong verbal and written communication skills

Nice-to-Have Qualifications:

• Master’s degree in a related field
• Experience with statistical/data software (QlikSense, SPSS, SAS, R, Python, etc.)
• Intermediate knowledge of DB2 SQL

About Aquent Talent:
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.