Position Overview:
We're looking for a proactive and strategic Channel Strategy Analyst to join our Visa Client Care Operations team. You'll develop and optimize channel strategies, ensuring they align with our clients' needs.
Key Responsibilities:
- Technical Skills:
- Use analytical and data tools such as Excel, SQL, Python, and Jupiter Notebooks to collect, clean, analyze, and visualize data.
- Leverage modern BI tools (e.g., Tableau, Power BI) to create clear dashboards and insights for stakeholders.
- Utilize platforms such as Genesis Cloud and Microsoft Dynamics (CRM) to extract operational data, analyze customer interaction patterns, and identify opportunities for workflow improvements and automation.
- Work with cloud data platforms such as Snowflake or Big Query to query, manage, and integrate large datasets.
- Apply AI strategy and architecture knowledge to design solutions using LLMs, agent frameworks, and modern automation.
- Build and troubleshoot intelligent agents and technical systems that translate business needs into scalable solutions.
- Work effectively with structured/unstructured data to interpret trends and support decision-making.
- Analytical Thinking:
- Spot patterns and trends in data to provide actionable insights.
- Use critical thinking and problem-solving to draw meaningful conclusions.
- Turn complex data into clear, actionable recommendations.
- Technical Problem-Solving – Evaluate technical options and identify the most effective solutions.
- Process Optimization – Analyze operational workflows to uncover improvement opportunities
- Process Optimization – Assess workflows, identify inefficiencies, and design innovative, AI‑driven improvements.
- Project Management – Plan, manage, and execute initiatives from discovery through delivery.
- Communication Skills:
- Present findings clearly through reports, presentations, and other channels.
- Explain complex analyses effectively to both technical and non-technical stakeholders.
- Executive Communication – Communicate complex concepts clearly and persuasively to senior leaders.
- Clear Documentation & Presentation – Produce structured reports, recommendations, and technical summaries for various audiences.
- Change Management – Guide teams through the adoption of new technologies with clear training and rollout plans.
- Business Acumen:
- Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
- Align data analysis with business objectives and strategic goals.
- Business Acumen – Understand strategic, financial, and competitive considerations to ensure solutions deliver measurable value.
- AI Strategy & Architecture – Apply knowledge of AI trends to align solutions with organizational goals.
- Collaboration:
- Work effectively within a team to gather requirements, analyze data, and deliver results.
- Collaborate with different departments to understand business needs and provide insights.
- Stakeholder Management – Align cross-functional teams and manage expectations effectively.
- Collaboration & Facilitation – Lead workshops, gather input, and drive consensus across diverse groups.
- Change Management – Engage teams collaboratively during technology adoption.
- Benefits Reporting:
- Work with business partners to establish baselines for calculating Actual vs. Forecasted Benefits.
- Ensure the adoption of transformation initiatives to meet forecasted benefits, working closely with business teams.
- Be accountable for reporting realized benefits or gaps compared to forecasted outcomes.
- Process Optimization – Identify and articulate workflow improvements and efficiency gains.
- Project Management – Track and report progress, outcomes, and value delivered from initiatives.
- Data Literacy – Use data insights to measure, document, and communicate solution impact.
Additional Expectations:
- Proactively identify AI-driven opportunities by analyzing workflows, spotting inefficiencies, and proposing intelligent agent or automation solutions that improve team productivity and customer outcomes.
- Leverage tools such as Genesys Cloud and Microsoft Dynamics to analyze customer interactions, optimize workflows, and inform process improvements.
- Maintain strong cross-functional relationships, partnering closely with operations, product, engineering, and leadership to ensure insights and solutions are aligned, understood, and supported.
- Deliver clear, executive-ready communication, translating complex analytical findings, AI solution impacts, and benefit metrics into concise narratives for senior leaders.
- Stay current on emerging AI tools, LLM capabilities, automation frameworks, and analytics best practices, applying new knowledge to enhance solution design and operational decision-making.
- Demonstrate ownership of end-to-end analysis, from data exploration and requirements gathering to presenting insights and validating solution outcomes.
- Balance independent problem-solving with collaborative execution, ensuring projects move forward efficiently while incorporating feedback from key stakeholders.
- Ensure analytical rigor and accuracy, validating assumptions, verifying data quality, and documenting methodologies to support transparency and repeatability.
- Act as a champion for innovation, encouraging data-driven thinking, experimentation, and adoption of modern AI-enabled approaches across the organization.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.