Operational Excellence Analyst
AI Summary
Analyzes AI-derived interaction data to uncover customer friction, sentiment trends, and process gaps, then proposes improvements and reports findings to guide product and growth initiatives.
About this role
About the Role
The Operational Excellence Analyst will utilize the 100% coverage provided by AI to identify deep-seated customer pain points, sentiment trends, and brand adherence gaps that manual sampling missed.
What You'll Do
Deep-Dive Research: Analyze full-scale interaction data to identify recurring "friction points" in the customer journey that lead to churn or recovery failures.
Sentiment Trend Analysis: Track changes in customer sentiment over time, correlating shifts with product updates, marketing campaigns, or macro-economic factors.
Process Improvement Proposals: Collaborate with Product and Process teams to redesign scripts or workflows based on Voice of the Customer (VoC) findings.
Behavioral Auditing: Perform targeted qualitative audits on high-value or "edge case" interactions that require a deeper human touch beyond standard AI scoring.
CSAT/NPS Correlation: Map quality behaviors (e.g., empathy, resolution speed) to customer satisfaction scores to prove the ROI of quality initiatives.
Reporting & Presentation: Deliver monthly research briefs to the Growth and Product teams, serving as the "voice" of the consumer within the business.
What You'll Need
Qualitative Analysis: Interpreting sentiment data and conversational nuances at scale.
Communication: Excellent skills to present complex qualitative findings to senior leadership.
Empathy & Insight: Strong understanding of consumer behavior and psychological drivers.
