Consumer Services Analyst, SEA&I

WHO YOU’LL WORK WITH

As our Consumer Service Analyst for Global Expansion markets, you will be responsible for operational reporting and insights to create the best consumer experience in Global Expansion markets. Consumer Services collects consumer feedback, tracks contact center KPIs and monitors other services within the Digital team as well as outside of the department. You will provide voice of the consumer insight back to the business for product, marketing and process improvements to ensure that Nike continues to deliver a premium service to our consumers and members. Also, you will lead the contact center vendor analytic team for deeper analysis of vendor operations.

WHO WE ARE LOOKING FOR

The consumer service industry is heavily reliant on qualitative data and quantitative data. We are looking for someone with experience with Consumer Service-related roles, understanding the business and priorities that are crucial to improving the consumer experience and journey.

• Relevant professional experience with an emphasis on business reporting and analytics with large amounts of data required.
• Experience with integrating qualitative and quantitative analytics to produce holistic conclusions.
• Minimum 2 years of advanced Excel and PowerPoint skills required. Mac / Keynote skills highly preferred as well as in SQL (familiarity with R, SAS, or Python a plus) and experience in developing in BI Tools (Ex. Qlikview, Tableau).
• Ability to communicate well through written and verbal communication.
• Previous experience as an analyst in a contact center environment a plus.

WHAT YOU’LL WORK ON

You will be managing an outsourced analyst team in a contact center vendors to generate ops matrix for billing and service quality in a timely manner. Also, you will be an escalation point for data issues to identify root causes and addressing the issues with global counterparts in Nike World HQ.

• Analyze consumer engagements/feedback (phone, chat, email, surveys) to identify trends and/or patterns to derive insights that impact Nike.com as well as company-wide strategies.
• Lead research and analytical work to identify, resolve and implement solutions to key business issues that arise by managing various consumer insights tools to collect relevant data and information.
• Proven ability to turn data into visualized, actionable analysis and metrics – make data tell a story.
• Provide recommendations based on key performance metrics, consumer engagements market trends to help drive premium consumer engagement and digital strategy
• Continually seek opportunities to create and enhance reports based on results and changes within the evolving business.
• Ability to work independently in fast-paced environment, balancing multiple projects with tight deadlines.