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Percepta Strategy Analyst in Dearborn, Michigan

Description

Expect more than a job!

Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as a Strategy Analyst and experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect

  • Culture of Service - to be treated like you are the customer from day one

  • Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions

  • Respect – a team that is accountable, dependable and gives you their full attention

  • Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others and the organization

  • Career growth and lots of learning opportunities for aspiring minds

  • Diversity - be a part of our growing diverse and community-minded organization that is all about having fun

  • Competitive compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentives and promote physical, mental, and financial wellness.

Summary

As consumers adopt a growing range of digital communication channels and their expectations for seamless, easy, omnichannel experiences with companies increases, we must continually innovate in order to enable our clients to provide exceptional experience across all channels in which we service their customers.

The Strategy Analyst partners with our global Strategic Implementation and Operations teams to assess ongoing people, process, and technology optimization opportunities globally.

Responsibilities

  • Support the VP Strategy and the Strategy Manager in identifying people and process optimization opportunities, validating them with our Operations teams, and partnering with our Strategic Implementation and Support Services teams to drive them to implementation.

  • Identify technology enhancements requirements for increased efficiency and effectiveness of our agents, work with our operations teams to validate those requirements, and partner with our Strategic Implementation team and clients to drive them to implementation.

  • Capture best practices across our global teams and conduct external competitive benchmarking and analysis to add to the firm’s expertise in best-in-class contact center CX practices.

  • Coordinate deliverables and develop concise presentations of recommendations for clients and internal stakeholders.

  • Optimization Support and Teamwork

  • Able to provide oversight and solution design expertise support to enable complete implementation of respective solution design model.

  • Must work within collective team environment to ensure solution design success.

Education

  • Degree from globally reputable university in information management, business, economics, or a related field with outstanding academic record. MBA or advanced degree in a quantitative discipline is a plus.

Experience

  • 4 years of professional experience in roles such as a marketing consultant, CX consultant, loyalty consultant, and/or strategy director with a marketing agency, digital agency, or CX consultancy.

  • Experience in / understanding of contact center operations.

Skills

  • Proven ability to facilitate collaborative problem-solving sessions.

  • Experience working with clients – solving client issues and developing business strategies.

  • Ability to provide objective advice, expertise and specialist skills.

  • Ability to take data and apply it to business case development for recommended solutions.

  • Must be able to bring both business and technical perspective to engagements and “connect the dots” when delivering solutions.

  • Excellent oral and written communication skills, with the ability to interact effectively with all levels of management.

  • Ability to recognize the audience and speak credibly to business and technical topics.

  • Work independently with minimal supervision

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Primary Location: US-MI-Dearborn

Req ID: 02QOF

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