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Job Field: Office Jobs
Location: Pierre, SD 57501

Salary: $Not Specified
Job Type: Full Time

JOB SUMMARY:

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Title: Business Analyst
<br>Location: United States
<br>Other Locations:
<br>Conduct in-depth customer experience analytics (from CSAT surveys and other customer experience measures) and derive insights/ opportunities to enhance customer experience   Use statistical data techniques to perform key driver analysis and create satisfaction models   Conduct deep ad-hoc analyses based on findings or specific business requests   Identify business process pain points and provide recommendations for improvement   Work with service delivery operations teams to drive recommendations to action plans   Work closely with vendor (Medallia) Marketing Analytics team to ensure CET analysis enhance power of analytics by linking with customer data   Manage complex business processes as it relates to systems, technologies and operations in support of identifying process improvements, friction points and solutions to meet all constituent needs   Provide ongoing support to Operations training and education to improve CSAT and Great Customer Experience (GCE) results   Lead Servicing and Operations calls and to identify and research complex issues for root cause and recommend/ execute solutions to close gaps   Act as a subject matter expert in support of business groups
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<br>Strong drive for results and will to win   Strong analytical and modeling skills, including familiarity with statistical techniques and tools; proficiency with Excel, Access, etc.   Ability to drive to insight from analysis   Familiarity with AXP customer data, booking tools, etc. a plus   Strong collaboration and influencing skills   Strong presentation skills, particularly in the development of compelling and insightful materials   Self-starter, comfortable with ambiguity   Prefer experience working in contact centers   Demonstrated experience in handling multiple priorities   Excellent oral and written communication skills   Innovative, self-motivated team player.
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<br>Axcess@Home Requirements:
<br>  Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
<br>  Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
<br>  Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
<br>  Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
<br>  High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP s are permitted)

KEY REQUIREMENTS:

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Experience Education Education Preferred None