functional business objects jobs london

, Functional business and data modelling skills, Relationship modelling o Success criteria analysis, Statistical analysis... · Strong Experience in data mining tools, such as MS Access, Business Objects, SAS, SQL, Crystal, etc [SAS in particular would be.... This is a highly visible role as they will be working with many teams within the UK Mobile business to define and understand the... department within Customer Management and the UK Business. The customer is at the centre of Carphone's strategy and thus the...
Contract: Industry sectors:Accountancy Job Description The Customer Experience team aims to enhance the post sales customer experience for all Carphone Warehouse UK Mobile and Broadband customers. This is executed by analysis into the customer experience and developing strategies, plans and projects to enhance this by focusing on the four key Customer Experience Tenets: · Contact reduction · Contact movement between service channels · Improvement in initial execution and first time fix · Improvement in customer satisfaction The Lead Analyst will support the team by analysing data to provide insight into customer contact and helping define propositions and proposals to enhance the Customer Experience. Requirements The analyst will play a very important role; their analysis will define the specific areas for focus and activities to enhance the Customer Experience. Their analysis will have a direct correlation to actions and activities undertaken by the other members of the Customer Experience team in general. This is a highly visible role as they will be working with many teams within the UK Mobile business to define and understand the root causes for contact and is an ideal starting point for a successful career within CPW. Customer Experience is a key department within Customer Management and the UK Business. The customer is at the centre of Carphone's strategy and thus the customer's post sale experience is a vital element within this. You will be required to conduct thorough and detailed analysis of the main issues relating to customer contact and behaviour through all channels (Contact Centre, Retail, Online) · Analysis should be multi faceted and where needed, incorporate the following concepts: Data capture techniques to capture and validate data. You will have Detailed dataanalysis to understand the impact and relationship of key activities on different types of customers (e.g. Lifecycle analysis, age/gender analysis) Involved in Detailed analysis of the relationship of key process activities (e.g. relationship data modelling, impact analysis, statistical analysis etc.) Analysis to define process performance, areas of weakness and opportunities for improvements along with Financial analysis to define the current cost to serve and current net benefits Responsibilities Your responsibilities will be to develop recommendations that will enhance the customer experience through the 4 key tenets: Contact rate reduction, Contact rate movement between service channels, Improvement in initial execution and first time fix, Improvement in customer satisfaction · Present recommendations and agree action plans with the Customer Experience team and other key stakeholders to achieve the key business benefits · Customer Satisfaction analytics, and in-particular Net Promoter Score (NPS) is becoming an increasing focus of CPW. The analytics the candidate will undertake will be highly visible and provide a huge opportunity to further their career · Manage regular contact management reporting to provide visibity of current Customer Management performance to key stakeholders · At any one time, the incumbent will be working on 2 - 3 key business projects · Help define and shape the team's ongoing business strategy and planning · Occasional travel will be required either to other CPW locations or to conduct competitor and market analysis The Individual Ideal candidates need to have experience in preparing and presenting business cases ·Experienced analysis techniques and ability to measure and define the financial benefits of actions that reduce contact rate, cost to serve and improve customer satisfaction. Examples of techniques include: Defining data capture techniques that demonstrate added value, Process mapping skills, Functional business and data modelling skills, Relationship modelling o Success criteria analysis, Statistical analysis, Benefits case analysis and scenario modelling, Experience and specific skills in information capture techniques (such as structured interviews, role and process analysis) · Attention to detail - Ensures accuracy and high level of standards to work · Analytical detail and thinking - Systematic thinking and breaking down of key issues into component parts to ensure greater analysis and development of ideas · Net Promoter Score (NPS) knowledge and experience · Solid mathematic and arithmetic skills · Strong Excel spreadsheet, Word, PowerPoint, Access and Visio experience · Good experience with data mining tools and techniques Desired: · Knowledge or experience within a Retail, Telecommunications or service business · Advanced modelling techniques and experience such as NPV, ABC modelling, regression analysis etc · Experience in defining data capture techniques and tools to demonstrate added value and success · Experience in delivering and presenting business cases to senior management · Strong Experience in data mining tools, such as MS Access, Business Objects, SAS, SQL, Crystal, etc [SAS in particular would be extremely desirable] · Competent knowledge of systems and technology · Marketing/Customer analytics experience · Operational analytics · Financial experience Additional Website Text Candidates need to have Net Promoter Score (NPS) knowledge and experience More details from recruiter's websiteMore jobs from this recruiterSend to a friendSave this jobPrint this page©2008 fish4 trading ltd. 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11/09/2008 in fish4 Save

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