Channels Performance Analyst

The Channels Performance Analyst will be analysing channel performances providing integrated, objective, and actionable insights related to the Contact Center B2C & B2B channels.

The Channels Performance Analyst is a key contributor to the Revenue management and Sales Services Analytics team. He/she will have the opportunity to work with large data sets and cloud environment tools establishing an expertise in a specific line of business. In order to succeed in the role, the Channels Performance Analyst must possess a passion for diving into data, preparing reports, finding insights, understanding implications, and making impactful recommendations to improve business performance and/or Guest satisfaction at the pace of business. In order to excel in the role, the Channels Performance Analyst must further the analytical sophistication of the team.

Directly reporting to the Business Development and Revenue Management Analytics Senior Manager and functionally to the Head of Contact Center Management, the Channels Performance Analyst will be responsible for:

• Work with business partners to determine needs and requirements.

• Identify and document data requirements to support both ongoing and ad hoc analysis.

• Learn new data sets to develop an expertise in those data sets.

• Partner with Data Services team to document and automate data processes.

• Work with vendors, third parties, and corporate teams in an agile environment.

Key Responsibilities:

1.Data Analysis and Insights. Main activities include:

• QA data to ensure accuracy.

• Analyze and mine data to find opportunities in time allotted.

• Undertake proactive and reactive ad-hoc requests as needed.

• Make business recommendations based on the data findings.

• Drive more efficient and sophisticated analytical insights.

2.Analysis Distribution. Main activities include:

• Design effective and impactful reports and visualizations for both large and small scale distribution.

• Create presentations to highlight recommendations and tell the story.

• Ensure partners understand the analysis presented.

3.Analytical Innovation. Main activities include:

• Drive efficiencies to current processes through tools and processes.

• Increase the level of sophistication of analyses through statistical, machine learning, and artificial intelligence techniques.

• 3 plus years of relevant experience in a fast paced, rapidly changing operations environment.

• Experience with “big data” environments and tool.

• Experience with digital and contact center data and analytics.

• Bachelor’s degree in analytical/quantitative field – e.g. statistics, economics, mathematics, marketing analytics, engineering, etc.

• Fluent English (Knowledge of a second European language is preferred but not essential).

• Ability to excel in a fast-paced, complex, and ambiguous business environment.

• Ability to deliver work on-time with a “get stuff done” approach.

• Act as a steward for data governance and processes.

• Team player mentality.

• Attentiveness to detail.

• Proficiency in Hive, SQL, MySQL, Python, and/or R programming languages.

• Proficiency in Microsoft Office suite.

• Proficiency with business intelligence tools such as SAP Business Object, Power BI.

• Desire to learn and grow with an organisation.

EU Passport or Right to work in Switzerland.