General Purpose:

The New Ventures - Business Analyst will be responsible to drive process analysis and design around coaching and training offerings.

Position Summary, Responsibilities and Expectations:

• Identify and address any process design gaps surrounding coaching and training services.
• Analyze processes and draw insights to communicate clearly to Product Management Director and VP:
  • Higher quality delivery.
  • Higher utilization.
  • Higher realization.
• Create dashboards for tracking key metrics (e.g. in Power BI).
• Collaborate and build relationships with marketing (Social and Technical), UX, and with BUs, Finance, Support, and IT.
• Report to VP, Training and Coaching Services.

Essential Skills and Experience:

• Bachelor’s degree required
• 2-3 years of experience working with process design within call center and services / support delivery businesses
  • Higher quality delivery
  • Higher utilization
  • Higher realization
  • Experience with a range of analytical tools and data visualization tools (PowerBI or Tableau preferred)
• Proficiency in use of Microsoft Office (e.g., Excel, PowerPoint, and Outlook)
• Effective communication and presentation skills to persuasively convey ideas and findings 
• General Skills:
  • Ability to identify, prioritize critical vs important impact initiatives:
  • Strong analytical deduction and diagnostic ability to find and solve problems
  • Team player with strong interpersonal skills. Ability to build relationships of trust and manage professionals in both direct and indirect reporting capacities.
  • Detail orientation required.
  • Ability to quickly identify issues and develop a recommended plan of action to address.
  • Self-starter with the ability to streamline executive decision making and effectively manage concurrent projects and teams.
  • Strong communication skills:
    • Deliver content feedback and articulate implementable strategies to make coaching and training content and services better
    • Presentation and interpersonal skills with the ability to communicate complex concepts clearly and persuasively across audiences at varying levels of the organization