Customer Analytics Consultant

5 hours ago

Singapore Verint Systems Inc. Full time

**Position **Description
- You will be delivering services and solution that inspire customer advocacy and engagement for the Verint solution suite
- Your ability to gather requirements and make recommendations will be utilised regularly as you build relationships with customers and become a trusted advisor.
- You will be leveraging your existing experience in any one of the following areas; Insights and Analytics, Customer Experience, Quality Management; to help our customers with their operational and strategic needs. This doesn’t need to be product experience, you may have had experience in any industry helping drive quality transformation, uncovering customer insights or developing process and/or automation opportunities.
- You will have the opportunity to share your knowledge with an experienced group of APAC consultants and leverage their expertise for your ongoing customer engagements
- You will get to know our Pre Sales and Support Teams, becoming a key resource for them in scoping opportunities and determining requirements
- Your typical work week changes frequently, and you are excited to throw yourself into new challenges. You may spend one week training operational staff on new product functionality and then be working to develop new consulting methodology the next. You may go from running presentations and advocating for Verint solutions in one on one or workshop settings to collaborating with stakeholders on their quality or insights strategies

**About You**
- Ideally, you will have had at least 5 years’ experience in Contact Centre Operations perhaps focussing in areas such as Insights, Analytics, Quality, Process Improvement or Change.
- Exposure to some elements of Voice of the Customer technology such as Speech Analytics, Text Analytics, Surveys or Quality Management would be advantageous
- You’ve been exposed to a variety of stakeholder groups and pride yourself on your ability communicate across different stakeholder levels and needs.
- You will bring experience and examples of insights, initiatives, optimisation or change that you’ve uncovered, delivered, or championed within your previous roles.
- You get excited about business analysis, data manipulation and using these skills to drive positive outcomes. You aren’t a data scientist, but you are data driven.
- You are passionate about learning and developing your skills. You get excited when you are faced with new challenges and thrive in environments where you are given the autonomy and responsibility to drive your own outcomes.

**Desirable but Non-Essential Skills**
- Bachelor’s Degree in appropriate field or equivalent industry experience
- Demonstrated capability of operating in a customer-focused, customer service/sales-driven environment
- Previous experience using Verint Workforce Optimization & Customer Engagement Optimization solutions, or equivalent product sets.
- Data Manipulation Tools (SQL, SSRS) and Data Visualisation Tools (Tableau, Power BI)

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