Sleep Number

  • Relationship Center Analyst

    Job Location US-MN-Minneapolis
    Req. #
    2018-20182
    Type
    Fulltime-Regular
  • Overview

    The Relationship Center Analyst role will work across all CRC functional teams to provide long term reporting and analysis to advance and support our customer experience. The Analyst will collaborate with leadership to drive strategic initiatives through business case development, presentation, and execution using of business analytics and acumen. The Analyst will be responsible tracking and monitoring of metric performance before, during, and after continuous improvement (Six Sigma, Lean) projects are implemented. 

     

    Responsibilities

    • Develop business cases to support strategic cross functional initiatives based on analysis and insights.
    • Participate in annual operating plan development and presentation builds to align with strategic initiatives.
    • Provides dashboards for leadership (daily/weekly/monthly/quarterly)
    • Perform ad-hoc analysis, reporting and derive insights using data spanning a variety of sources
    • Responsible for operationalizing/standardizing business reporting/dashboards for the Customer Relationship Center (all contact types inclusive of chat, inbound, outbound, back office, etc.) and Customer Experience metrics
    • Identify opportunities for simplification and automation in reporting and analysis
    • Defines the scope and requirements of future customer needs within current people/system/process infrastructure while monitoring and contributing to deliverables.
    • Other responsibilities as assigned.

    Qualifications

     

    Experience, Education, & Certifications

    • Over 3 years’ experience as an Analyst.
    • Experience in customer experience, contact center, or other service function.
    • Experience in translating reporting and analytics into a business story with clear take-aways and business opportunities
    • Desire to obtain Six Sigma and Lean Certification
    • Demonstrated experience to sell analytic concepts internally with strong technical knowledge

    Education:

    • Bachelors Degree strongly preferred
    • Advanced education preferred.

    Knowledge, Skills & Abilities

    • Strong analytical skills and natural affinity to analyze & mine data for problem solving, including the ability to utilize/master various analytics tools
    • Must be highly proficient in Excel. Pivot tables, vlookup and macro creation are widely used by this team.
    • Relies on extensive experience and judgment to plan and accomplish goals
    • Ability to communicate effectively with staff at all levels and communicate teams' progress to Champions, Stakeholders, and Business Leaders.
    • Demonstrated ability to lead through influence
    • Demonstrated work ethic; ability to prioritize tasks and meet deadlines in an agile environment with effectively working under pressure.
    • Strong sense of teamwork and commitment to the larger organization

    Equal Opportunity Employer

    Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

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