As our Director of Global Consumer Services Analytics you'll be responsible for a team of professionals that range from Reporting Database Engineers and Business Intelligence Analysts. This team is responsible for tracking and reporting on contact center metrics, key contact center drivers, ROI Analysis, and contact center impact modeling. In this role you will work across the Nike matrix and on a global scale to ensure that Nike is accurately tracking, reporting and analyzing critical data gathered within the Nike Contact Centers to make proper business decisions, understand the impact of the consumer experience and ensure that the contact centers are prepared for current and future reporting needs.
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RESPONSIBILITIES
Deliver analytics-driven insights to the business operational teams (Call Center Operations, Consumer Experience, and key stakeholders and business partners, etc). Drive the approach to solve a business problem through data analysis and understand the business to the point of being able to identify opportunities as soon as they arise.
Lead and partner on the Consumer Service “Closed Loop Process” which delivers insights around consumer feedback, call center contacts and employee input to help drive friction out of the consumer experience and reduce consumer dependency on call centers for support.
Partner with key analytics groups on providing input from global contact centers to ensure holistic view of consumer insights is obtained.
Create engaging, inspiring and informative presentations that are shared across the Nike Matrix
Partner with Geo and Country CS Leaders on reporting needs
Qualifications
REQUIREMENTS
Bachelor's degree in Statistics, Business, Finance, Economics, Marketing, or a related field
Minimum 10 years either in a Finance, Accounting or Reporting Role is required
5 years in a direct leadership role managing individual contributors or teams is required
Experience in contact center, customer service industry analytics required
Passion for performance analysis, reporting, and working with large amounts of data. Knowledge in Statistical Tools is highly valued.
Demonstrated ability to use data to influence decision making and to craft impactful business reviews. Experience in identifying critical information, analyzing, developing hypotheses and making recommendations.
Strong task management capabilities to manage multiple tracks of work and requirements
Very strong toolset skills required, especially in Database (SQL language), Advanced Excel, Business analytics/Visualization tools (ie. Cognos/Tableau)
Very high team and communication skills, ability to perform in a matrix organization with counterparts and stakeholders sitting in different countries and operating with different priorities
Proven experience building positive working relationships and working successfully in cross-functional teams, including demonstrated success in managing without direct authority.
Experience working in a global business environment preferred.
Ability to work weekends and flexible hours
Ability to read, speak and understand English
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