Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose \xe2\x80\x93 the relentless pursuit of a world that works better for people \xe2\x80\x93 we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting Applications for Business Analyst(Customer Analytics \xe2\x80\x93 Contact Center and Customer Experience Analytics)Responsibilities

• Enhance and develop analytics product offering in Contact center, Marketing, and customer experience analytics domain.
• Execute POC/Pilot of analytics projects.
• Solution Architect \xe2\x80\x93 ability to solution customer analytics solution with strong expertise that spans across customer lifecycle such as customer acquisition, digital marketing, journey analytics, speech/text analytics, AI/ML predictive models such as cross sell/ retention models and Workforce management analytics.
• Embedding Customer Analytics solution to CXM (BPO) Operations
• To drive the productivity for Operations by reducing cost and increasing customer satisfaction across various domains such as Contact center, collections, Back office, Marketing Operations, Campaign Operations etc.
• Role involves working together with enterprise team \xe2\x80\x93Service Line team, Analytics team, Enterprise sales team \xe2\x80\x93 responding to RFP and other qualified leads.
• Role is to perform consulting assessments through POC, Pilot to demonstrate the value of customer analytics to enable large deals.
• Requires knowledge of CC, Marketing technology, Operations, Analytics and Process.
• Execute the business impact projects on optimizing the CC operations
• Independently execute and validate the existing processes and identify opportunity for the improvement
• Understand the credit card and customer service operations
• Customer behavior analysis to understand the customer contact cycle, includes customer segmentation, predictive analysis
• Design, execute and validate the projects independently along with managing customers
• Execute multiple projects requests at the same time
• Support the business in their planning processes

Qualifications we seek in you!
Minimum Qualifications

• Masters / bachelor\xe2\x80\x99s degree
• Demonstrated Process Improvement and project management skills
• Exceptional business acumen; knowledge of Customer Service / Collection / Marketing (at least 1 or 2) Operations processes and procedures.
• Excellent organization and presentation skills.
• Proven data analysis skills; good database management skill set.
• Flexible along with strong ability to manage multiple tasks.
• Excellent verbal, written and negotiation skills; ability to work effectively within all levels of organization.
• Solid experience with MS tools (Word, Excel, Access, PowerPoint, etc.); solid database mgt skill set.
• Working knowledge of Customer Service processes & procedures
• Working knowledge on Statistical tools and techniques
• Knowledge of Card Services, Quality and Process Management initiatives

Preferred Qualifications/ Skills

• Strong Data Management (CDP, Data Lake, C360 etc.) and Visualization experience (Power BI/Looker etc.)
• Python, SAS & SQL, Excel
• Cloud Data/Analytics skill sets \xe2\x80\x93 AWS/Azure/GCP
• Exposure to Generative AI models and applications
• Prior experience in Text mining and Speech analytics projects
• Technology Applications/ Platforms \xe2\x80\x93 CC Platforms (Amazon connect, Genesys etc.), Marketing (Adobe, Salesforce etc.)
• Relevant years of experience.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a \'starter kit,\' paying to apply, or purchasing equipment or training.

Genpact