International Client Engagement Data and Insights Analyst

Job content

“A unique opportunity to contribute to one of the most transformative journeys to serve our clients, by supporting our Relations Hubs to fully embody the Maison values.” Antonella M., International Client Engagement Manager

We would like to talk to you about the opportunity to join our International Client Relations Team, based in Geneva, as International Client Engagement Data and InsightsAnalyst.

In this role, you work as part of cross-functional teams to lead analysis, develop actionable roadmaps for improving existing and design new ways to measure and help improve the performance of our Client Relational Hubs worldwide. You will work very closely with the local Client Relational Hubs managers and analysts. The position requires a true expertise on contact centers data, operations, and measurement tools. The successful candidate will turn data into insight and insight into business decisions.

HOW WILL YOU MAKE AN IMPACT?

ANALYSE

• Deliver compelling and coherent insights to stakeholders across the business on Client Relational Hubs performance
• Conduct analysis and recommend solutions to real time performance issues that will improve operational efficiency, consistency of results, and employee satisfaction
• Design and maintain the data structures and workflows that enable highly efficient data operations to identify key data insights
• Locate and define with the support of data new improvement opportunities for our Client Relational hubs in terms of operational performance, tools adoption, processes
  
  

DEVELOP MODELS

• While sourcing and maintaining numerous streams of data models, the Analyst will be responsible for optimizing and rationalizing the existing set of data and KPIs, as well as their sources
• Develop a worldwide forecasting and planning model to be integrated into the Workforce Management solution
• Develop an end-to-end Voice of the Customer program, from tool sourcing to analytics distribution, leveraging on unstructured insights from final clients ‘interactions
  
  

INFORM

• Champion a data-led approach and take a leading role within our Relational Hubs community to champion best practices, challenge the status quo and always advocate the use of data in decision making
• Engage stakeholders to continuously nurture them with insights and work on actionable plans to improve client satisfaction
  
  

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Minimum of 5 years of relevant professional experience as a Data Analyst
• A bachelor’s degree in Mathematics, Economics, Computer Science, Information Management or Statistics
• In-depth experience in data management, data integration, ETL, data modeling, data mapping, data profiling, data quality and controls, data analysis, reporting and testing
• Strong knowledge of and experience with reporting packages (Business Objects etc), databases (SQL etc), programming (XML, Javascript, or ETL frameworks)
• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc)
• Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy
• Experience administering Salesforce, Sprinklr, or similar client management solutions
• Solid understanding of contact center metrics
• You possess experience working with software for requirements documentation and development tracking e.g. JIRA/Confluence
• Ability to work and effectively communicate with team members with different technical and cultural backgrounds
• You have strong experience in multiple stakeholder’s management
• You are fluent in English
  
  

What Do We Offer

• We create a positive environment and highlight your personal and team performances
• We’re fully transparent and share with you: Maison strategies, key information, needs of others Corporate Departments
• We constantly educate you with: Cartier’s savoir-faire, competitive landscape, industry news, client experience best practices
  
  

YOUR JOURNEY WITH US

If your application is selected, we will give you an introductory call to explain further steps and discuss the opportunity. If things go well on both ends, you will have a chance to meet the hiring manager and the HR Manager.