Business Insights Consultant Enkata Technologies

Company Overview:
Enkata is a high-growth, venture-backed company in an expanding market space for cloud-based customer service solutions. We have a winning product strategy, an aggressive expansion plan, and marquee customer base. Global Fortune 500 companies use Enkata?s solutions to provide differentiated services and promote customer loyalty and satisfaction. Enkata?s management team has a proven track record of successfully growing companies to market leadership positions. This is a great opportunity to work with a collaborative team of motivated peers and be recognized for your direct contributions to our success.

Position Overview:
The Business Insights Consultant partners with Enkata customers? analytical teams to assist them in identifying business insights, formulating hypotheses to test, validating and quantifying potential root causes and presenting findings to customer executives.

Responsibilities:

Display intellectual curiosity, acumen with respect to customer service/ customer experience analytics ? including latest advances in customer journey, social media analytics
Analyze customer service, operational data and quickly identify people, process, and systems insights to pursue.
Conduct root cause analysis using Enkata?s Discover analytics tools, deliver tangible initiatives and recommendations to customers
Working with Enkata customers, quantify and prioritize opportunities and iteratively refine hypotheses
Concisely summarize and communicate recommendations to various levels of management
Maintain high quality relationships with customers
Implement and track metrics and reports to support business process improvements.

Job Requirements:

7+ yrs experience in a Consulting / Business Analyst Role with experience in customer experience analysis, speech analytics, and root cause analysis for contact center operations.
Bachelor's degree required, MBA preferred
Experience with latest business intelligence, statistical packages
Excellent communication, presentation and client-facing skills
Domain experience with financial services, telecommunications, insurance industries a plus
Willing to travel up to 30% in a month
Six Sigma certification a plus

Location:	Redwood City, CA United States