Digital Transformation Analyst

Data Analysis & Reporting:

· Collect, analyze, and interpret data from various data sources to generate actionable insights.

· Develop and maintain reports and dashboards to track key business metrics, including average handle time (AHT), agent adoption, and expense reduction.

· Identify trends, patterns, and areas of improvement to support data-driven decision-making.

· Present findings and recommendations for process optimization and automation.

· Feature Validation and Testing:

· Validate and test newly developed digital features to ensure functionality, usability, and alignment with operational workflows.

· Track issues and collaborate with IT teams to ensure fixes and improvements are implemented effectively.

· Support post-launch monitoring of new features to assess adoption and effectiveness

· Collaboration & Process Improvement:

· Partner with IT teams, product owners, and business stakeholders to ensure data accuracy and optimal system functionality.

· Support cross-functional teams in implementing new reporting capabilities and process optimizations.

· Assist in data governance and quality assurance efforts to maintain the integrity of reporting data.

Continuously seek opportunities to improve reporting processes and automate data extraction where possible.

Qualifications

Required Qualifications:

• Education:
• Bachelor’s degree or equivalent experience in a relevant field such as business, analytics, data, or a related discipline.
• Experience:
• 2+ years of experience in data analysis, business intelligence, or reporting.
• Hands-on experience with reporting and dashboards, including data extraction and manipulation.
• Working knowledge of data warehouse concepts and how data flows between systems.
• Experience in validating and testing new system features, including identifying issues, documenting findings, and collaborating on fixes
• Analytical & Business Skills:
• Proficiency in Microsoft Office (pivot tables, advanced formulas, macros, etc.).
• Strong problem-solving and critical-thinking skills, with the ability to interpret complex data sets and provide actionable recommendations.
• Ability to identify trends and patterns to support business decisions
• Detail-oriented mindset with a strong sense of curiosity for uncovering process inefficiencies.
• Soft Skills & Collaboration:
• Excellent communication skills and storytelling skills, with the ability to present data-driven insights to both technical and non-technical stakeholders.
• Experience working cross-functionally with IT, product teams, and business units to drive data-informed decisions
• Comfortable in a fast-paced, evolving environment, with the ability to manage multiple priorities effectively.

Education, Certifications, and Experience: Preferred

• Experience working on technology systems, IVR systems, Salesforce CRM, or other customer engagement platforms.
• Familiarity with Agile methodologies, including collaboration with product owners and development teams to implement new features.
• Understanding of APIs and system integrations, including how data flows between platforms.
• Experience analyzing contact center metrics such as AHT, agent adoption, containment, and expense reduction.
• Exposure to cloud-based data platforms and modern business intelligence tools.
• Experience with Salesforce or similar CRM platforms