• Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality. • Supports business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and test for relevant business questions. • Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating findings into clear, understandable themes for business leaders, identifying specific analytic results that drive actionable insights. • Collaborates with cross-functional teams to identify process and performance gaps impacting customer experiences acting on these findings to streamline and implement process improvements that enhance people execution and the customer experience. • Collaborates with members of the Business Intelligence Leadership team to provide recommendations for continuous improvement of survey programming, sampling, questionnaire development, analysis data distribution, and vendor management. • Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback. • Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities.