Lead Product Analytics Consultant - DAR

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About the Role: 

The Global Operations Data Analytics & Reporting (DAR) team within Consumer, Small Business, and Banking Operations (CSBBO) is seeking a Lead Product Analytics Consultant to join our Advanced Analytics group. 

We’re looking for an experienced analytics professional with a strong background in cloud data platforms, natural language processing (NLP), and text analysis of unstructured data. This role focuses on analyzing customer and agent interactions using voice analytics (transcriptions and audio) to uncover insights that drive business impact and improve decision-making. 

Key Responsibilities:  

Data Analysis & Reporting

• Collect, clean, and analyze contact center performance data from multiple sources (CRM, telephony systems, workforce management tools).

• Develop KPIs and insights such as Average Handle Time (AHT), Service Level, First Call Resolution (FCR), and Customer Satisfaction (CSAT).

• Identify trends, anomalies, and root causes impacting operational performance.

Operational Insights & Optimization

• Provide actionable insights to improve agent productivity, call routing efficiency, and overall customer experience.

• Partner with operations leaders to recommend process improvements based on data-driven findings.

• Forecast call volumes and staffing needs using historical data and predictive models.

Cloud-Native Product Analytics

• Design and implement analytics solutions for cloud-native applications and services.

• Collect, process, and analyze product usage data from distributed cloud environments.

• Collaborate with product managers, engineers, and data teams to define key metrics and success criteria.

• Build and maintain scalable data pipelines leveraging cloud-native tools (e.g., Azure, GCP).

• Apply advanced analytics techniques (e.g., cohort analysis, churn prediction, A/B testing) to drive product decisions.

Stakeholder Communication

• Present analytical findings to leadership in clear, actionable formats.

• Translate complex data into business-friendly insights for non-technical stakeholders.

Speech Analytics

• Develop SQL queries and analyze call transcriptions to identify patterns and trends. 

• Use speech analytics tools and NLP frameworks—including machine learning—to extract insights from customer interactions and recommend business improvements

• Debug and optimize complex queries, leveraging AI coding tools to enhance productivity. 

• Mentor other analytics consultants in NLP techniques, cloud-native coding practices (e.g., GCP), and result interpretation. 

Required Qualifications: 

• 5+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Fluent in Spanish.

Desired Qualifications: 

• 4+ years of SQL experience.

• Experience with industry-standard speech analytics tools (e.g., Nexidia, Verint).

• 4+ years of hands-on experience with Python or R.

• Knowledge of statistical research methods and analysis.

• 2+ years leading projects independently from ideation to delivery

• Strong data visualization skills using tools like PowerPoint, Think-cell, Looker, Tableau, Flask/Shiny, Matplotlib, or GGPlot. 

• Experience querying databases and creating ad hoc reports in Google Cloud Platform (GCP). 

• Ability to perform root-cause analysis for process improvements. 

• Ability to thrive in a fast-paced, high-demand environment while man