Senior Associate at PwC focusing on data analytics to drive insights and guide client strategies. Involves advanced techniques and collaboration on AI and GenAI solutions.
About the role
- Lead Product Analytics Consultant at Wells Fargo analyzing customer interactions with a focus on cloud data platforms and NLP techniques. Collaborating with teams to enhance decision-making and operational efficiency.
Responsibilities
- Collect, clean, and analyze contact center performance data from multiple sources (CRM, telephony systems, workforce management tools).
- Develop KPIs and insights such as Average Handle Time (AHT), Service Level, First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Identify trends, anomalies, and root causes impacting operational performance.
- Provide actionable insights to improve agent productivity, call routing efficiency, and overall customer experience.
- Partner with operations leaders to recommend process improvements based on data-driven findings.
- Forecast call volumes and staffing needs using historical data and predictive models.
- Design and implement analytics solutions for cloud-native applications and services.
- Collect, process, and analyze product usage data from distributed cloud environments.
- Collaborate with product managers, engineers, and data teams to define key metrics and success criteria.
- Build and maintain scalable data pipelines leveraging cloud-native tools (e.g., Azure, GCP).
- Apply advanced analytics techniques (e.g., cohort analysis, churn prediction, A/B testing) to drive product decisions.
- Present analytical findings to leadership in clear, actionable formats.
- Translate complex data into business-friendly insights for non-technical stakeholders.
- Develop SQL queries and analyze call transcriptions to identify patterns and trends.
- Use speech analytics tools and NLP frameworks—including machine learning—to extract insights from customer interactions and recommend business improvements.
- Debug and optimize complex queries, leveraging AI coding tools to enhance productivity.
- Mentor other analytics consultants in NLP techniques, cloud-native coding practices (e.g., GCP), and result interpretation.
Requirements
- 5+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Fluent in Spanish.
- 4+ years of SQL experience.
- Experience with industry-standard speech analytics tools (e.g., Nexidia, Verint).
- 4+ years of hands-on experience with Python or R.
- Knowledge of statistical research methods and analysis.
- 2+ years leading projects independently from ideation to delivery
- Strong data visualization skills using tools like PowerPoint, Think-cell, Looker, Tableau, Flask/Shiny, Matplotlib, or GGPlot.
- Experience querying databases and creating ad hoc reports in Google Cloud Platform (GCP).
- Ability to perform root-cause analysis for process improvements.
- Ability to thrive in a fast-paced, high-demand environment while managing multiple priorities.
Benefits
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
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