Description
About the Team: Join a highly collaborative and dynamic team at the forefront of improving the customer experience. Our mission is to transform Voice of the Customer (VOC) data and CCTS complaints into actionable insights that drive operational excellence across our Wireless and Wireline teams. We are a small, tight-knit group that thrives on helping each other and tackling high-visibility projects that make a real difference.
The Challenge & The Opportunity: We are looking for a strategic thinker and data expert to help us go beyond reporting and move toward proactive problem-solving. Your core challenge will be to dig into complex customer data, uncover the "so what," and develop action plans that improve customer satisfaction. This role has high visibility and will require you to regularly prepare and present findings to Directors, VPs, and SVPs.
What You'll Do:
Analyze customer data to identify root causes of customer issues
Craft compelling, data-driven presentations that highlight key findings and recommended action plans for senior leadership
Collaborate closely with BCX operations teams to implement solutions, track improvements, and instill an ownership culture
Develop and maintain robust data tools, trackers, and public dashboards to enable self-serve data access for stakeholders
Proactively seek out opportunities for improvement and champion new ideas and technologies, including AI tools
Qualifications
What We're Looking For:
A "data whiz" with exceptional analytical and problem-solving skills
Expert-level proficiency in Microsoft Excel or Google Sheets
A track record of crafting visually appealing and highly relevant presentations
A collaborative spirit who excels at working with and influencing teams across different departments
An individual who is resilient, adaptable, and thrives in a fast-paced, high-volume environment
A self-starter who is driven to set a high bar for themselves and their team
Experience in Wireless and/or Wireline operations is a significant asset
Familiarity with business intelligence tools (e.g., Tableau, Power BI)
A track record of successfully implementing the use of AI into workflows is highly desirable
