Genpact is hiring for the position of Business Analyst/ Data Analyst in Bangalore; Gurugram; Hyderabad, India. Candidates with Bachelor’s/ Master’s Degree/ MBA are eligible to apply for this position. The complete information, eligibility criteria and requirements are provided below.
- Enhance and develop analytics product offerings in the Contact Center, Marketing, and Customer Experience Analytics domains.
- Execute Proof of Concept (POC) and pilot analytics projects to demonstrate feasibility and value.
- Serve as a Solution Architect, designing customer analytics solutions with expertise across the customer lifecycle, including customer acquisition, digital marketing, journey analytics, speech/text analytics, AI/ML predictive models (such as cross-sell/retention models), and workforce management analytics.
- Embed Customer Analytics solutions into Customer Experience Management (CXM) operations.
- Drive operational productivity by reducing costs and increasing customer satisfaction in areas such as contact centers, collections, back-office operations, marketing operations, and campaign management.
- Collaborate with enterprise teams—Service Line, Analytics, and Sales teams—to respond to RFPs and other qualified leads.
- Perform consulting assessments through POCs and pilots to showcase the value of customer analytics for enabling large deals.
- Apply knowledge of Contact Centers, marketing technology, operations, analytics, and process improvements to optimize operations.
- Execute business impact projects aimed at optimizing Contact Center operations.
- Independently execute and validate existing processes while identifying opportunities for improvement.
- Understand credit card and customer service operations for customer behavior analysis and segmentation, including predictive analysis.
- Design, execute, and validate projects independently, managing customer interactions effectively.
- Handle multiple project requests simultaneously to ensure timely execution.
- Support business teams in their planning processes through analytics insights and recommendations.
Key Responsibilities for Business Analyst – Data Analyst:
- Conduct data analysis, profiling, and sourcing to ensure data integrity.
- Create Data Quality (DQ) rules and review any exceptions for corrective actions.
- Maintain the Global Financial Crime (GFC) Critical Data Element list within the Enterprise Data Governance repository (Collibra).
- Develop a comprehensive understanding of data definitions, domain values, data relationships, business rules, sources, and data integration for GFC Risk Assessments.
- Translate business requirements into data models and ETL (Extract, Transform, Load) design specifications.
- Assist with ETL development, testing, and troubleshooting to resolve ETL-related issues.
- Troubleshoot data issues and collaborate with data providers to ensure resolution.
Eligibility Criteria:
- Master’s or bachelor’s degree in a relevant field.
- Demonstrated skills in process improvement and project management.
- Strong business acumen with knowledge of Customer Service, Collection, or Marketing Operations processes and procedures.
- Excellent organizational and presentation abilities.
- Proven data analysis expertise with good database management skills.
- Flexibility and strong multitasking capabilities.
- Exceptional verbal, written, and negotiation skills; able to collaborate effectively at all levels of the organization.
- Proficient in Microsoft Office tools (Word, Excel, Access, PowerPoint) with solid database management expertise.
- Working knowledge of Customer Service processes and procedures.
- Familiarity with statistical tools and techniques.
- Understanding of Card Services, Quality, and Process Management initiatives.
Preferred Skills:
- Strong experience in Data Management (CDP, Data Lake, C360) and Visualization tools (Power BI, Looker).
- Proficiency in Python, SAS, SQL, and Excel.
- Cloud data and analytics skills on AWS, Azure, or GCP platforms.
- Exposure to Generative AI models and applications.
- Experience in text mining and speech analytics projects.
- Knowledge of technology platforms, including Contact Center platforms (Amazon Connect, Genesys) and Marketing platforms (Adobe, Salesforce).
- Relevant years of experience in the field.
About Company:
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit http://www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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