Collaborate and partner with Digital and Omni channel stakeholders to identify analytics and reporting requirements and baseline metrics prior to executing new use cases
Develop Digital KPIs and reporting dashboards in Tableau/Qlik/Looker to measure, analyze and report trends on App and Web Engagement, App Adoption, Digital Channel Hops and E2E CX journey metrics with path analysis, cohort segmentation, SQL automation
Source and analyze data from various data repositories, validate data for consistency, and partner with IT teams to ensure data integrity and KPI calculations
Stitch together data from multiple channels to formulate a complete customer journey 360 view
Create and deploy actionable dashboards for business owners to gauge performance and assist with omni channel optimization decisions such as CX KPIs, NPS, Revenue, Churn, Call-in Rate Develop VCG
Report visualizations to highlight insights on opportunities to reduce journey fallout, channel hops, post digital assisted contact rate and optimizing human interactions
Stakeholder scorecards and dashboards with executive leadership to gain alignment and promote usage and maintain consistent KPI definitions in Collibra for Data Governance
Perform A/B Testing, measure success metrics of new releases over existing flows, run simulations for Omni insight personalization, holistically analyze end-to-end journey paths
Correlate, interpret and summarize scorecard reports for Omni, Assisted and Cross-Channel metrics and quantify business outcomes for data-driven campaigns and business performance