AAA Club Alliance is currently seeking a Business Technology Analyst to join our team.
*Work from home positions primary residence MUST reside within the footprint that AAA Club Alliance Inc. operates.* Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia.
Minimum Qualifications:
Bachelor’s Degree in Business Administration, Computer Programming, Statistics, Economics, Math, or closely related field required.
Must have at least 3 years of experience in customer or employee experience working with relational data, SQL, Power BI, Google Big Query, or similar programs required.
Experience working with Genesys Cloud CX, Qualtrics, Salesforce, or similar programs preferred.
SQL MCTS certification preferred.
Certification in Genesys Cloud CX, Qualtrics, Salesforce, Forrester, or comparable programs a plus.
The primary duties of the Business Technology Analyst are to:
Interface with Omni Channel Partners, and other teams as needed, in order to identify reporting requirements for new Business Technology feature developments to assist in demonstrating ROI of features in production.
Develop and maintain automated Business Intelligence (BI) reports and customer experience (CX) data models and visualizations for both customer and employee journeys, leveraging flow milestone/outcome/wrap up code data from Genesys Cloud CX, including but not limited to Voice, Webchat/Messenger, SMS Text, ACD Email, Web, Mobile App, and Social Media.
Optimize existing journey (CX/UX) analytics reporting and streamline journey key performance indicators (KPIs) across all business lines.
Develop and maintain automated BI dashboards that illustrate API/technology failures, timeouts, and other technology breakages for Genesys Cloud CX, Qualtrics CX, and Salesforce flows.
Develop and maintain automated cross-functional BI reports and visualizations that illustrate an integrated 360-view of the customer journey, including data from Qualtrics CX (survey data), Genesys Cloud CX, Salesforce, Sitecore (web traffic), and other CX platforms.
Develop and maintain automated BI reports, models, and visualizations that illustrate impact of implemented Genesys Cloud CX proof of concepts (POC), pilots, and scaled releases, including but not limited to impact to customer satisfaction, operational efficiency, savings, revenue generation, and PCI compliance.
Create data mining architectures, models, and protocols, statistical reporting, and data analysis methodologies to identify trends in large data sets.
Drive forward department goals by participating in Enterprise Data Request Prioritization meetings to ensure needs are scoped, prioritized, and ultimately met.
Own development, execution, and analysis of surveys regarding usage of Genesys Cloud CX, and other Business Technology to evaluate internal customer satisfaction and identify actionable opportunities to improve employee experience and efficiency.
Perform other duties as assigned.
To the qualified candidate, we offer:
The starting base compensation for this position is $59,761 to 152,622.
* The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.
Comprehensive health benefits package.
Annual Bonus Plan.
Up to three weeks of paid time off accrued during your first year.
401(K) plan with company match up to 7%.
Professional development opportunities and tuition reimbursement.
Paid time off to volunteer & company-sponsored volunteer events throughout the year.
Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.
ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.
Job Category:
Information TechnologySimilar Jobs
What We Do
For more than 100 years, we’ve been helping people get to where they’re going. We were founded on Roadside Assistance, but have progressively expanded our offerings to include insurance, retail, and travel services in order to assist more customers. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team.
We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while advancing their own career. AAA Club Alliance received the prestigious Ragan Diversity Award for Allyship in Action in 2021 and in 2023 was a finalist for Ragan’s Corporate Social Responsibility & Diversity Award for our Stepping Up for Hunger campaign. For more information, please visit www.AAA.com/Careers and follow us on social media @AAAClubAlliance.
