Quantitative Analyst 3

Quantitative Manager, Customer Experience 

Location: Remote 
 

The Quantitative Manager, Customer Experience (CX), will identify, formulate, and address complex business problems, design, and informs leadership in support of business decisions. Experienced at analyzing customer and operational and presenting compelling, insightful analysis that world class customer experience for customers of Asurion and our clients, and drive customer loyalty, revenue generation and cost efficiencies. The ideal candidate will demonstrate the ability to apply advanced statistical analytics to include machine learning, natural language processing and large-scale models using logistic regression and decision trees and be passionate about crafting and delivering data-driven insights that drive Asurion to deliver exceptional customer experiences. 

This person will be hands-on in gathering and evaluating large volumes of customer and operational data that will highlight improvement opportunities to reduce customer friction and increase Asurion’s business outcomes. This role will interface frequently with internal partners including other CX team members and across the enterprise to help understand opportunities and develop key insights strategies.  

Essential Duties and Responsibilities: 

· Use business acumen and analytical skills to identify opportunities, estimate potential, layout strategy roadmaps to solve complex business problems. 

· Connect and generate statistical analysis from customer, operational and financial data sources including but not limited to survey outcome, third party review, journey touchpoint metrics, operational KPIs, etc. 

· Design large scale models using techniques such as Logistic Regression, Decision Trees, Spatial models, Time-series models, and Machine Learning algorithms 

· Utilize Natural Language Processing to analyze multiple sources to include expert calls notes, supply chain inspection notes etc.  

· Manipulate and analyze complex, high-volume, high-dimensionality data from multiple sources  

· Tell a compelling story by packaging actionable insights for CX and other stakeholders; succinctly articulate concepts and ideas using appropriate visualizations that translate complex ideas for wide and non-technical audience 

· Query and connect operational and experience data sources from across the organization to create a holistic view of the customers. 

· Demonstrate curiosity and innovation for answering business questions by leveraging all tools in the toolbox, including understanding business processes and functions to better understand the data 

· Investigate and determine root causes of customer experience pain points using customer and operational data and problem solve with CX and/or other teams to identify solutions. 

· Act as a CX and operational data SME to enable access to data elements that illustrate opportunities to solve business problems. 

· Collaborate with analytics and Datawarehouse teams from across the organization to influence enterprise data structures/strategies/datamarts that support enhanced, efficient and effective analysis and reporting, while considering the ongoing system migrations and driving continuous improvements 

· Thrive while working on grey space projects within fast moving organizations. 

What You’ll Bring to The Team: 

· Bachelor’s degree in Computer Science, Data Science, Statistics, Business Analytics or related fields. 

· 3+ years of work experience using predictive analytics to solve business problems 

· Critical thinker that demonstrates intellectual and analytical rigor with strong problem-solving skills 

· Expertise in Python (including statistical tools) 

· Strong understanding of statistical concepts and experience in applying techniques (Random Forest, SVM, NLP)  

· Required experience/knowledge with BI tools including SQL, PowerBI, or similar used to construct visualizations and perform data analysis 

· Customer-centric thinking; keeps customers as the top priority when making all business decisions, listening to customer feedback, and advocating for solutions that help customers achieve their objectives. 

· Comfortable manipulating and joining large sets of data with various levels of aggregation. 

· Team oriented, collaborative, and a passionate customer advocate who articulates their opinion while maintaining flexibility to incorporate others point of views. 

· Proficiency in relating customer experience improvements to improved business/economic outcomes. 

· Excellent written, verbal, and visual communication skills. 

· Natural curiosity with a passion for being solution oriented. 

· Knowledge of Microsoft Office Applications (Excel, PowerPoint, PowerBI, Word) at the advanced level preferred