Client Support and Delivery Intern [PFE]

About us:

At Cognira, we strongly believe that people are the biggest asset of our company. Our hand-picked team consists of passionate, collaborative, and forward-thinking individuals from all over the globe. We are passionate about making science easy and accessible to retailers, helping them get more value from people, data, and systems. We bring together expertise in retail, science, and scalable technologies to automate and enhance the quality of decision-making through software and consulting services.

For the last three years in a row, Cognira has been recognized as one of the fastest-growing companies in North America. We are proud to have a growing team of domain experts and data scientists, as well as a culture that fosters strong and long-lasting relationships with our clients. 

Our values:

• Stand up for what’s right
• Customers are always first
• Think like an Entrepreneur. Act like a CEO.
• Learn, Unlearn, Relearn
• No brilliant jerks allowed
• All work and no play is no fun at all

Important: Please submit your resume in English only.

About the Project :

Project Name: "Strategic Optimization of Client Support and Delivery through Data-Driven Insights and Process Reengineering"

This project focuses on enhancing client support and delivery operations by leveraging data analytics, strategic management frameworks, and process optimization techniques. The objective is to analyze the current support processes, identify inefficiencies, and redesign workflows to improve performance, client satisfaction, and resource utilization.

The project starts with a comprehensive analysis of the current workflows in client engagement and delivery, using historical data from 2023-2024. Advanced business analytics techniques will be employed to extract insights from this data, such as identifying bottlenecks, and recurring client issues that delay resolution times.

Based on this analysis, the project will propose a re-engineered process that eliminates inefficiencies and better aligns with business goals and client needs. A capacity planning model will also be developed to build a customer support process allowing the company to allocate resources more effectively across departments using predefined KPIs. 

Customer journey mapping will be used to further enhance the client experience, ensuring that all touchpoints—from onboarding to ongoing support—are seamless and efficient. This will result in a client-centric support system that boosts satisfaction and retention.

The success of the new processes will be measured by tracking key performance indicators (KPIs) like response times, resolution rates, customer satisfaction scores, and alignment with service level agreements (SLAs). The final outcome will be a strategic roadmap that includes recommendations for further digital transformation and continuous improvement in support and delivery functions.

Skills and Tools Needed:

1. Data Analytics and Business Intelligence: Data analysis, statistical modeling, and data visualization. / Tools: Power BI, Tableau, or Excel for creating dashboards and visualizing key metrics.
2. Strategic Thinking and Problem Solving: Strategic planning, problem-solving, and scenario analysis. / Techniques: SWOT analysis, customer journey mapping, capacity planning models.
3. Automation and Digital Tools: Familiarity with automation tools and customer service technologies. / Tools: AI-based ticket routing systems, JIRA, CRM tools, and customer engagement platforms for process automation.
4. Project Management: Time management, project planning, stakeholder management. / Tools: Microsoft Project or Asana to manage tasks, timelines, and deliverables.

Benefits for the Company:

1. Improved Efficiency: By redesigning workflows and incorporating automation, the company will reduce manual effort and eliminate bottlenecks. This will lead to faster resolution times, better resource utilization, and reduced operational costs.
2. Enhanced Client Satisfaction: The project will improve the customer journey by addressing pain points, ensuring timely responses, and enhancing the overall experience. Higher satisfaction will lead to improved client retention, stronger relationships, and potentially increased revenue.
3. Data-Driven Decision-Making: The project will introduce advanced analytics and a real-time dashboard that will allow management to monitor performance in real-time, and make informed decisions. This data-driven approach ensures that the company can quickly adapt to changing client needs and business conditions.
4. Strategic Capacity Planning: The capacity planning model will ensure that the company has the right resources in the right places at the right times. This will help the company avoid under- or over-staffing, reducing costs and improving team efficiency.

Overall, this project will provide the company with a strategic framework that improves both short-term operational performance and long-term client engagement and support processes. 

[ Important: Please send us your resume in English only ]

What you'll enjoy here:

It's not just an internship; we've got some great added value for you too. Here's what you'll enjoy:

• Great company culture.
• "Learn and Share" sessions.
• You'll get support from your mentors.
• Social events and after-work.
• A flexible and fun work environment.
• Casual dress code.
• You'll work with a cool team! We respect your ideas, and we're all about trying new things.
• Work/life balance

[ Important: Please send us your resume in English only ]