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Business Insights Analyst

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Our athletic retail client is looking for a Business Insights Analyst to support the goal of providing exceptional consumer experiences by completing data analysis on external and internal quality & consumer satisfaction results. This position naturally requires extensive data mining and analysis of the external consumer satisfaction data. This person will also be responsible for developing and maintaining standard and ad-hoc reports that contain actionable data for Consumer Services and other key stakeholder organizations to improve the services we provide to our end consumer.

More specific activities include:
• Coding and categorizing consumer feedback using the survey raw data to allow for clear identification of key drivers impacting the consumer experience
• Completing drill down analysis of survey results by agent, contact type, and category
• Assisting in the identification of key drivers of dissatisfaction, neutral responses, and unresolved issues
• Continually seeking ways to data mine internal and external quality results, sales, and operational data in an effort to improve efficiency, develop individual team members, and to improve the overall consumer experience
• Using all data available assist in identifying gaps in training and in the overall quality program
• Supporting the Director Business Insights in the summarization of results that will be provided to senior management and key stakeholders
• Creating and maintaining weekly, monthly, quarterly, and annual reports for consumer services and key stakeholders
• Providing summary reporting on performance by contact type and category to assist senior management in measuring success and opportunities
• Creating a process of identifying and reporting critical follow-ups to the appropriate parties
• Continually seeking opportunities to create and enhance reports based off of results and changes within the business
• Building and maintaining documentation on reporting processes

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