Welcome to be a part of HP's global insights & analytics team that focuses on highlighting actionable insights. We work with Big Data from multiple digital support channels, crunch/analyze data and produce business relevant insights to enable the digital customer support channels and programs function better and derive more business value. We dive into large datasets to sense pertinent trends and patterns, forecast relevant metrics, explore data in multiple ways to highlight insights for digital customer support leadership as well as drive actions and programs at strategic & tactical level.
You will be leading a small, agile and high performing team of Digital SMEs & Analytics experts working with diverse set of global stakeholders.
Job Summary
This role is responsible for leading HP’s global digital support insights team of 5-6 members who possess various analytical capabilities ranging from data mining/prepping to data deep-diving, performing advanced analytical techniques using data science and modelling and intuitive data visualizations thru tools like Power BI/Tableau. This role is responsible for driving this team to ideate/brainstorm on complex issues, analyze large data sets and highlight actionable insights on adoption of digital support capabilities (transformation programs, digital support channels, new digital capabilities), customer pain points, E2E customer journey across support ecosystem, further opportunities to nudge customers from assisted to digital support and cost impact of such ongoing and future digital capabilities. This role will be required to partner with various digital and assisted support teams and program managers to identify opportunities to deflect assisted contact and enhance digital support experience based on data-backed insights. The role will also collaborate with metrics and reporting team to align on key metrics to be socialized, enabling E2E view of customer journey across the support ecosystem. The role involves mentoring the team members for their development and conducting quarterly and yearly performance reviews.
Responsibilities
- Drive the team to support ongoing digital transformation programs by continuous scanning of data and highlighting insights about adoption, pain point of customers that could deter adoption, white-spaces to further transform assisted contact and track its cost impact vs. line of sight
- Guide the team to analyze channel data and highlight opportunities to further enhance new digital capabilities and support channels to effectively deflect assisted contact and provide a seamless CX
- Lead the team to support various strategic efforts by highlighting insights on E2E channel and customer journey, content efficacy, and market/segment opportunities to deflect assisted contact, provide a distinct issue to resolution path and enable seamless digital support journey for customer intents
- Lead the team to build various modelling frameworks and advanced analytical efforts to forecast traffic, cost impact etc. based on complex, large and diverse data sets
- Partner with assisted and digital support teams and program managers to identify areas where insights sensing is required, be the POC for dialogues on insights requirement specification and for baking in business context into insights for suggesting recommendations
- Collaborate with metrics and reporting team to enable visualizations on channel KPIs, E2E channel/cost mix, scorecards, sense data gaps, align on data requirements for insights and ideate on future metrics for visualizing E2E customer journey across support ecosystem
- Drive the team to identify, access and explore new datasets, prep data and formulate analysis plans to deep dive to highlight actionable insights for the digital support experience leadership team
- Innovate new and intuitive data visualizations that can help track adoption of digital and transformative support capabilities and highlight insights on adoption, pain points and E2E impact
- Guide the team to work through ambiguity, identify relevant datasets for analysis, analytical techniques (A/B testing, time series, correlation, regression, textual analytics etc.), analysis plans for root-cause identification, interconnecting data across various sources for holistic E2E customer support journey insights, identify ‘so-what’ aspects of insights and present them with forward looking recommendations
- Propose improved processes to enable better/optimized insights generation, lower downtimes, lower issue resolution times, and delivery of high-quality actionable insights
- Act as SPOC for business teams to capture the requirements, and leverage experience to build consensus on project expectations e.g. scope, timeline, quality and cost.
- Evaluate business requirements to drive analysis plan, choice of tools, methodologies, and capabilities, risk assessment, and resource and timelines.
- Guide and mentor the team members on identifying their strengths, provide positive feedback for development and perform quarterly and yearly performance reviews
Education & Experience Recommended - Four-year or Graduate Degree in Mathematics, Statistics, Economics, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence
- 2 years Post Graduate Diploma in Management or equivalent MBA degree preferred
- Typically has 10-12 years of job-related experience and 5-7 years of management experience, preferably in data analytics, statistical analysis, insights or a related field.
Preferred Certifications - Programming Language/s Certification (SQL, Python, or similar)
Knowledge & Skills
Required - Business Intelligence, Computer Science, Data Analysis, Data Management, Data Modeling, Data Quality, Data Science, Data Visualization
Preferred - Machine Learning, Power BI, Python (Programming Language), R (Programming Language), SAS (Software), SQL (Programming Language), Statistics, Tableau (Business Intelligence Software)
Cross-Org Skills - Customer Centricity, Prioritization, Resilience, Team Management, Strategic Thinking, Critical Thinking, Working through ambiguity
Impact & Scope
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
Complexity
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
