Note: The job is a remote job and is open to candidates in USA. MillenniumSoft Inc is a company providing support to the medical device industry, and they are seeking a Business Process/Operational Analyst. The role involves leading and contributing to projects aimed at improving customer satisfaction and operational efficiency through data analysis and process improvements.
Responsibilities
- Analyzes, trends, and communicates transactional and trending functional customer experience (CX) data using system and operations databases
- Identifies and reviews data correlations between CX Drivers and business performance metrics and goals
- Drives meaningful business outcomes and strategic initiatives using data-based findings to continuously improve operations
- Analyzes large amounts of quantitative and qualitative data and recommends insights and solutions
- Seeks to understands and can layer in business cost impacts and implications to data findings and hypotheses
- Simultaneously drives and executes multiple process improvement projects within the broader CX strategic portfolio
- Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience
- Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities
- Develops business cases for continuous improvement projects
- Identifies and monitors key measures to ensure project success and prepares project status reports
- Provides a regular cadence of leadership updates on OSAT and other key CX Drivers
- Communicates and interprets improvement opportunities demonstrated by data analysis and measurements
- Creates and deliver stakeholder and executive level program, project, and business case presentations
- Supports the development of presentations that deliver succinct/concise recommendations to management team and be able to provide rationale and justifications behind the recommendations
- Influences and effectively manages change adoption strategies related to CX strategy and analytics
- Ensure adoption of new tools, measurements, and processes by identifying, monitoring, and communicating success metrics
- Timely completion of internal company documentation
- Timely completion of any Company or Department required training
Skills
- Operational Analytics using SQL / Advanced Excel (more than pivot tables – I need someone who can run macros and do advanced logic strings)
- Voice of the customer trending and analytics (customer satisfaction surveys, net promoter score, and overall satisfaction ratings may be called out)
- Process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.)
- Bachelor's degree required
- Five or more years of experience in analytics
- Five or more years in process improvement
- Experienced in translating complex data sets and analysis into business impacts
- Strong MS office skills, particularly in advanced PowerPoint & Excel
- Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools
- Strong analytical, problem-solving, verbal, listening and interpersonal skills
- Strong ability to visualize data to multiple audiences and levels of the organization
- Excellent Verbal, Written and Communication Skills
- High attention to detail while multi-tasking on complex deliverables and stakeholder groups
- Strong business operations/business process knowledge/experience, prior clinical experience a plus
- Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
- Embodies agile practices and can flex with business strategy changes
- Works with a minimal degree of supervision
- Masters or MBA preferred
- Experience within an operational support environment highly desired
- Past clinical / hospital experience a plus and highly desirable
- Statistical analysis and lean / green belt certification highly desirable
- Experience with Salesforce and Qlikview highly desirable
- Familiarity with concepts of database structures, data querying, data mining preferred
- Six Sigma green or black belt training preferred
Company Overview