Operations Data Analyst

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Job Title: Data Operations Analyst
Manager/Supervisor:  Senior Manager, WFM & Analytics
Department: International Customer Care - E2E Customer Experience
FLSA Status: Exempt    

Position Overview: 
The Operations Data Analyst is part of the International Customer Care Operations team that supports Customer Care Leadership and the wider Customer Care team. This role is responsible for reviewing production-based data which includes, and is not limited to, calls, complaints, orders, surveys, and agent operational activity to improve the end-to-end customer experience. This individual will identify opportunities for improvement across all operational processes.
The Operations Data Analyst will be able to independently and proactively provide trending related to agent patterns and maintain data integrity while auditing identified customer records. This role works with leadership to address key business questions, using the appropriate tools/skills to derive the best information possible.

Responsibilities 
•    Supporting cross-functional projects including market expansion, new product launches and other business initiatives as part of the efforts to improve the customer experience. 
•    Develops and maintains performance dashboards and comprehensive reporting 
•    Identifying opportunities and trends connected to call, order & customer patterns, related to the Customer Care Operation. 
•    Systems integrity and overall maintenance of PBI, AWS & QuickSight systems.  
•    To report across systems and create data pipelines to provide overviews of the CC International operation.  
•    Key functional responsibility includes the ability to demonstrate a strong understanding of forecasting and compare actual results to forecasted results, identifying opportunities for improvement. 
•    Drives continuous improvement, automation, and self-service of insights for the E2E Customer Experience team with tools (e.g Power BI) and reporting. 

Required Skills and Competencies
•    Oral Communication - The ability to express oneself clearly in conversations and interactions with others. 
•    Written Communication - The ability to express oneself clearly in business writing. 
•    Fostering Teamwork - The ability and desire to work cooperatively with others on a team. 
•    Thoroughness - Ensuring that one's own and others' work and information are complete and accurate; following up with others to ensure that agreements and commitments have been fulfilled. 
•    Stress Management - The ability to function effectively in a fast-paced environment, while under pressure. Can handle several problems or tasks at once through effective time management and multi-tasking. Ability to identify and escalate issues requiring management support. 
•    Technical Expertise - Demonstrating depth of knowledge and skill using standard business / office technology and applications. 
•    Other Important Skills / Competencies – Flexibility, Diagnostic Information Gathering, Analytical Thinking, Initiative, Self Confidence and Customer Experience Oriented.

Education and Experience
•    Bachelor’s Degree and/or equivalent combination of education and experience.
•    Demonstrate experience in a professional working environment, preferably with extensive
o    Workforce Management, Business Operation or Analytics experience 
o    Ability to build & maintain Dashboards in Power BI 
o    Good working knowledge of AWS & Quicksight preferred
o    Ability to use SQL
o    CRM experience specifically with Salesforce.com
o    Advanced Microsoft Excel skills and strong working knowledge of other MS Office applications

Additional Information
•    The position can be remote, hybrid or in-person at one of our international offices.
•    Travel is estimated at 10 % but will flex depending on business need.

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