at Verint Systems, Inc. in Springfield, Illinois, United States
Job Description
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.
Overview of Job Function:
The Client Analyst is responsible for survey design, data evaluation, and development of in-depth insights tied to client business challenges. The Client Analyst works closely with clients to understand their business goals and identify data and research requirements for decision-making. They perform research design and its continuous improvement to drive business outcomes. The Analyst creates compelling data-driven stories showing trends and improvement opportunities for our clients’ business practices.
Principal Duties and Essential Responsibilities:
+ Create insights (CXSA, Hybrid, Scorecard, Agent Level Reporting, Dashboards, adhoc) which as requested by customers and communicated by the Customer Success Manager.
+ Develop recommendations for improving the clients KPI’s, or Foresee scoring, based on learnings from analysis conducted.
+ Present findings to clients during a formal presentation either through a conference call or (occasionally) in person.
+ Provide recommendations for question modifications/additions, CPP/EPP additions, or other value add improvements to customer’s data collection or surveys, based on findings from the analytics process.
+ Provide expertise and evaluation of potential tools used to conduct superior analytics, as suggested by the product team or customer success leadership.
+ Leverage expertise during analysis relative to verticals or industries such as retail, finance, telecom, utilities, or government.
+ Complete time tracking and logging of PSU’s against specific customer projects.
+ Maintain acceptable levels of utilization toward billable client work.
Minimum Requirements:
+ Bachelor’s degree in related field or equivalent work experience
+ Minimum of 3-5 years experience in project management and/or analytics
+ Exceptional verbal and written communicator
+ Demonstrate ability to work and adapt well within a team environment
+ Dynamic thinker, a problem solver
+ Ability to work well in a flexible development environment
+ Self-motivated and self-directed
+ Strong attention to detail
+ Ability to plan and prioritize work effectively
+ Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Preferred Requirements:
+ Experience working both independently and within a team as a team member and team leader
+ Voice of Customer/CX experience with multiple types of visitor touchpoints (website, call center, physical store, etc.)
+ Experience with analytics tools such as SPSS, Tableau, R, OData, Excel, Power BI
\#LI-BS1
MIN: $60K
MAX: $70K
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.
Verint Systems Inc. is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment, based on one’s race (including but not limited to natural hair, hair texture, hair type and protective hairstyles), color, religion, national origin, or sex, pregnancy (including childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotyping, (including assumptions about a person’s behavior or appearance, gender roles, gender identity, gender expression including gender dysphoria, or transgender status), disability, alienage or citizenship or immigration status, marital status, creed, genetic information, predisposition or carrier status, sexual orientation, military or Veteran status, political affiliation, familial status, caregiver status, status as a victim of domestic violence, unemployment status, natural hairstyles, sexual and other reproductive health decision-making, or any other classification or characteristic protected by applicable federal, state or local laws (collectively, “Protected Characteristics”), will not be tolerated. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.
For US Applicants
2024 Benefits Offering (https://fa-epcb-dev1-saasfaprod1.fa.ocs.oraclecloud.com/fscmUI/faces/AtkTopicContentQuickPreview?TopicId=300000160018102&Title=Verint+2024+Benefits)\
