Position Summary:
The CS BI&A team has a clear mission: transform complex data into actionable insights that accelerate strategic development and enable operational transformation across Client Services. Our analytics professionals deliver on this mission by designing data‑driven solutions, surfacing systemic inefficiencies, and supporting initiatives that strengthen the service experience for clients and internal stakeholders.
As a key pillar within the broader BI&A organization, this role plays an essential part in advancing operational excellence and strategic decision‑making. Success requires strong analytical leadership, deep business context, and the ability to translate data into meaningful action. You will partner closely with Client Services leaders, initiative owners, and cross‑functional teams to identify opportunities, enhance processes, and elevate performance across the client‑facing ecosystem.
You will regularly engage with BI&A and CS leadership, ensuring your insights contribute directly to streamlining operations, supporting strategic priorities, and enabling scalable, high‑quality service delivery.
Responsibilities:
Essential Functions
In this role in the CS BI&A team, you will execute analytics and reporting initiatives that provide data‑driven insights to Client Services leaders, operational teams, and cross‑functional stakeholders. This role requires strong analytical skills, an ability to tell compelling data stories, and comfort operating in a fast‑paced, dynamic environment.
Specific responsibilities include:
- Operational Performance Analytics:
Diagnose operational inefficiencies across workflows, processes, and client interactions. Provide data‑driven insights that reduce friction, enhance service levels, and unlock capacity within Client Services operations. - Strategic Initiative Support:
Partner with initiative owners to quantify opportunities, measure progress, and evaluate impact. Provide analytical guidance and structured insights that shape strategic decisions and drive meaningful outcomes. - Client Services KPIs:
Develop and maintain KPIs that measure operational health, service quality, and delivery performance. Identify trends, surface emerging issues, and highlight opportunities for improvement. - Inefficiency & Root‑Cause Analysis:
Conduct deep‑dive analyses on service processes, case flows, and operational bottlenecks. Build frameworks and analytical approaches to uncover root causes and inform sustainable solutions. - Client Insights & Engagement Support:
Provide data and insights that strengthen interactions with clients and partners. Support meetings, forums, and executive engagements with clear narratives that demonstrate value and inform strategy. - Ad Hoc Analytics & Reporting:
Respond to urgent and emerging business needs with timely, accurate analysis. Break down trends across product, workflow, region, customer segment, and other relevant dimensions. - Data‑Driven Decision Making:
Elevate the role of analytics across Client Services. Deliver insights through compelling visualizations and narratives tailored to executives and operational leaders. Act as a strategic advisor to CS leadership and cross‑functional partners. - Analytical Tools & Solutions:
Build dashboards, tools, and analytical assets that provide scalable visibility into operational performance. Support both retrospective and predictive analytics to enable proactive decision‑making. - Cross‑Functional Collaboration:
Partner with BI&A, Operations, Strategy, Technology, and regional teams to align on metrics, deliver integrated insights, and support transformations that enhance the overall operational strategy.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.