Lead Business Strategy Analyst - P&C Contact Center Workforce Analytics

Leading capacity planning and workforce optimization activities for the Retail Storefront Support Team Ensuring effective management of capacity levers, operational performance, and financial resources Translating business insights into actionable strategies by partnering across teams to analyze performance data, identify trends, and recommend solutions that improve customer experience, retention, productivity, and growth outcomes Leading discussions with key stakeholders to communicate information learned from analyses, provide input into line of business strategy development, and drive and influence business decisions Overseeing efforts to identify key business assumptions and hypotheses around line of business strategy Continuously refining hypotheses and identifying business questions to explore further Developing the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience and providing support to lower levels towards this effort Collaborating with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience Applying expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals Effectively influencing and driving strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills Serving as a team lead and providing guidance and on-the-job training to team members Ensuring risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures Requirements Bachelor's degree in Business, Science, Finance, Economics or related field; OR 4 years of relevant education and/or experience 8 years of data and/or analytics or strategy consulting experience; OR a minimum of 6 years of data and/or analytics or strategy consulting experience and up to 2 years of progressive functional business relevant experience for a total of 8 years of combined experience; OR Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting Experience managing capacity-related management routines; monitoring and optimizing customer retention, growth, service experience; and driving data-informed decision-making Exceptional analytics and problem-solving ability to act as an SME proposing innovative solutions towards workforce planning and capacity initiatives Experience developing materials and presenting and explaining complex information in a simple and user-friendly way Strong analytical skills, cross-functional collaboration, operational planning expertise, and the ability to connect performance insights to strategic workforce and business outcomes Extensive experience in workforce planning and analytics, complex predictive modeling and forecasting, statistical methods, business consulting, project management, audit, and operational analysis, with a proven ability to translate complex data into compelling financial narratives that inform strategic decision-making, quantify business impact, and drive sustainable organizational performance. Core Competencies Demonstrates expertise in capacity planning, workforce optimization, and data analytics to drive strategic decision-making and improve business outcomes. Proficient in translating complex data into actionable insights and compelling narratives that enhance customer experience and operational performance. Highest-signal resume keywords Capacity Planning Data Analytics Workforce Optimization Strategic Decision-Making Cross-Functional Collaboration ATS Optimization Keywords Hard Skills Data Analysis Predictive Modeling Statistical Methods Operational Analysis Financial Narratives Project Management Business Consulting Forecasting Capacity Management Performance Insights Soft Skills Problem-Solving Interpersonal Skills Negotiation Skills Communication Skills Team Leadership Industry Keywords Retail Customer Retention Growth Strategies Operational Performance Risk Management Compliance Policies #J-18808-Ljbffr Jobtailor