The Analytics Manager will play a critical role within the Business Analytics function under the ESI CoE Business Excellence and Transformation team. This position drives operational excellence and supports strategic initiatives through insightful analytics and deep dives. The primary focus is on leading and conducting analysis of transactional data related to customer interactions, file exchanges, and processing activities, while strategically supporting system migration efforts. This role also oversees the deployment of BI solutions, ensuring alignment with business objectives and priorities. It offers the opportunity to expand analytical expertise across multiple systems and organizational datasets, enabling comprehensive insights and informed decision-making.

Key Responsibilities:

• Lead detailed analyses of customer interactions, including calls, service tickets, and file attachments, to identify patterns, trends, and opportunities for operational improvement.

• Provide actionable insights to address leadership inquiries, support corporate initiatives, and collaborate with business units on targeted investigations.

• Consolidate data from multiple sources to identify relationships and predictive factors, delivering meaningful insights to stakeholders.

• Support the design and implementation of analytics processes and frameworks to enhance data-driven decision-making.

• Contribute to data rationalization efforts to ensure smooth system migration, minimize redundant data, and establish a clean baseline for tracking, reporting, and analytics.

• Partner with cross-functional project teams to provide analytical support and ensure data-driven decisions align with project goals.

• Contribute actively to strategic initiatives by providing leadership operationalize analytics insights.

• Develop clear, compelling visualizations and reports tailored to diverse audiences, effectively communicating insights and recommendations.

• Engage with stakeholders across the organization to ensure alignment and understanding of analytics outcomes.

• Collaborate with the ESI Data team to develop and maintain a comprehensive roadmap for BI technology deployment and upgrades.

• Design and oversee the deployment structure and rollout strategy of BI solutions, ensuring alignment with business objectives and timelines.

Qualifications:

• Bachelor’s degree in Business Analytics, Data Science, Information Technology, or a related field required; Master’s degree preferred.

• 4-6 years of professional experience in analytics roles, preferably within operational analytics, business excellence and technology deployment function.

• Hands-on experience with CRM analytics; familiarity with Oracle and Salesforce preferred.

• Proficiency in analytical tools and languages such as SQL, Python, Tableau, Power BI, or similar platforms.

• Experience with unstructured data analysis and text analytics techniques (e.g., natural language processing, text mining) is highly desirable.

• Strong analytical skills with the ability to interpret complex data and translate insights into actionable recommendations.

• Must possess excellent communication, presentation and facilitation skills with all level audience and recognized organizational savvy.

• Must be able to work well under pressure and have a strong understanding of the business process management and demonstrated achievements.

• Curiosity and eagerness to understand the business processes behind the data; enthusiasm for continuous learning and analytical innovation.

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