Sr. Business Analyst - Marketing and Contact Center

Requirements

• MBA or advanced degree
• Vendor call or contact center experience
• Familiarity with Sales

Benefits

Additional Information

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities. Job Description BD Home Care Business: The Home Care business within BD is unique in that it can manufacture products for consumers in the home and service them through our medical distribution subsidiary, Liberator Medical. This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni-channels to drive awareness, engagement, conversion, and retention of our customers. The mission of the Home Care business is to deliver clinically superior solutions for people with chronic bladder conditions in their pursuit of normality and independence. Solutions include both products and services to support customers through their entire journey. Role Summary The Sr. Marketing and Contact Center Business Analyst is a strategic role that bridges data analysis with operational excellence, and works to improve call center performance, customer satisfaction, sales goal attainment, and cost efficiency by transforming raw data into actionable insights. This role continuously monitors KPI's and performs gap analysis ensuring that all the systems and processes set up are delivering the intended results in terms of sales campaigns, list penetration, lead management, and other relevant processes. Primary Job Responsibilities: Leverage owned and external data sources to deliver an enhanced reporting suite capable of driving real-time commercial and marketing decisions. Daily management of short and long-term reporting needs using PowerBI, Tableau, Excel, Contact Center reporting, and other well-established analytics tools. Deliver KPIs to drive business strategy and ensure proper data are in place to measure performance. Perform continuous gap analysis to ensure all processes and systems are working in synergy, and metrics are accurate. Create dashboards to ensure lead management, list penetration, sales campaigns, promotions, journeys and customer satisfaction metrics are always visible. Identify trends, anomalies, and correlations in call center data to recommend improvements in workforce scheduling, call routing, system configuration, and agent performance. Deliver variety of automated and ad-hoc business reporting for direct-to-consumer healthcare business. Develop, track, and interpret key performance indicators such as conversion, retention, Average Handle Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and abandonment rates. Develop new reporting capabilities and visualizations to deliver digestible, accurate metrics. Drive consistently improving data hygiene and reporting accuracy. Collaborate with BI and finance teams to create analytics insights based on business needs. Uphold compliance and privacy requirements for HIPAA-protected data. Support and drive decision making through quickly understanding complexities, identifying opportunities, and applying best practices in report creation and analysis. Minimum Education and Experience Required Bachelor's degree in Business, Marketing, Statistics or related field At least 5 years of experience delivering business analytics and reporting At least 2+ years of experience working with Contact or Call Center technology At least 5 years of experience in SQL or Snowflake At least 5 years of experience in a performance marketing-based role Experience with best-in-class reporting tools such as Tableau Excellent analytical, problem-solving, listening, interpersonal and verbal/written communication skills Experience with Web Analytics tools like Data Cloud, Google Analytics, Adobe Analytics or similar Has managed business analytics segmentation and customer and lead cohorts Is familiar with and comfortable reporting on key performance indicators related to a direct-to-consumer business, including CAC, LTV, conversion, and program business contribution Has experience working on or directly with finance teams to deliver and refine metrics and models. Has familiarity working with large data sets, data warehouses, and integration of multiple data sources Has experience recommending growth strategies using tactics like marketing mix modelling (paid and organic channels, Email marketing, promotions, etc.), attribution modelling, causal inference, customer segmentation, etc. Proactively partners with team members across a matrixed organization Can build business cases to support key initiatives to obtain approval for funding

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Company Intel

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