Government Data Analyst & Strategist - Digital Contact Center

Deloitte Services LP
Washington, DC
Apr 24, 2021
May 05, 2021
Full Time
Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector. Work you'll do Advise newly stood up Contact Center for Government client by analyzing HR data and gaining key insights.Background with customer experience (CX) methodologies including Voice of Customer, survey creation and analysis.Strong analytical skills in Excel and WFM tools Strong communication skills, comfortable presenting findings to clientsExperience with creation of governance documents and executive correspondenceThe team Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise. The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services. Qualifications Required: Bachelor's degree required 2+ years of Data Analytics experience Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future Active Secret security clearance required Travel up to 50% Preferred: Experience pulling data from WFM tools such as Verint Previous Contact Center exposure Previous experience working for or supporting a Government agency Strong public speaking and communication skills Previous HR Transformation experience

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