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Senior Business Analyst, Customer Experience
hace 2 meses
We are seeking a highly analytical and detail-oriented Senior Business Analyst to join our Customer Experience team at Petco. As a key member of our operations team, you will be responsible for analyzing and synthesizing customer contact data to inform business decisions and drive operational improvements.
Key Responsibilities- Analyze and manage reporting requirements for all contact center operations to support tactical and strategic decisions.
- Identify, combine, and manipulate data from internal and external sources to analyze and report on call volume trends, customer feedback, and other key performance indicators.
- Develop reports on contact center performance, including contact volumes and patterns, service levels, abandon rates, case creation, and complaints.
- Work with 3rd party vendors to validate assumptions and data provided to Petco.
- Strong analytical and problem-solving skills, with the ability to synthesize complex data into clear and actionable insights.
- Excellent communication and presentation skills, with the ability to effectively communicate complex data and insights to stakeholders.
- Experience with data analysis and reporting tools, including SQL programming and advanced Excel features.
- Ability to work independently and collaboratively as part of a team.
Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents, and Petco partners. We are 29,000 strong and operate 1,500+ pet care centers in the U.S., Mexico, and Puerto Rico, including 250+ Vetco Total Care hospitals, hundreds of preventive care clinics, and eight distribution centers.
