Text Analytics Expert - Mid to Sr. Level in Washington, DC at Interactive Business Systems

Date Posted: 10/20/2019

Job Snapshot

Job Description

Text Analytics Expert / BA (Mid - Sr. Level)
12 Months Contract
Washington DC

# of positions: 2

•        The purpose of the Text Analytics Expert is to help uncover and analyze client members and 50+ consumers' pain points and delights, along with their wants and needs in order to help the organization identify and improve consumer experiences.

•        This is a mid to senior level analyst position with the expectation that the contractor will work as an independent contributor on projects, owning the relationship with business units and programs; thinking of innovative/creative ways to support business units VOC needs and sharing more valuable and actionable insights with them. The person must work with minimal supervision to produce and share final, high-quality, insights that support the VOC Insights team vision.

•        The primary responsibility of the Text Analytics Expert is to build models, analyze unstructured data collected from multiple feedback sources including voice, email, surveys, online communities and social media, then translate them into actionable insights that drive consumer experience improvements and help build consumer satisfaction and loyalty at Client Ultimately, you are the backbone of the CX function as it all starts with the Voice of the Consumer.

•        Additional responsibilities of the role include working with external vendors to ensure that system maintenance is taking place by tracking the completion of tasks and checking end results for accuracy.

•        Excellent analytical skills and communication skills required. 3-5 yrs of experience.

The position will report to the Manager, VOC Insights (Client Experience Team) and will be charged with:

1.    Data Modeling Strategies. Work with the business unit relationship manager for the experience team and the stakeholder to develop a data modeling strategy – creating the architecture of how data are categorized for the purposes of reporting and ‘listening' to the voice of our consumers. This includes working with stakeholders, defining and documenting the stakeholder's requirements, and the building and maintenance of the categorization models using team best practices.
2. Insights Reporting. The position will utilize the Clarabridge text analytics platform to conduct text, sentiment, and root cause analyses to answer business questions and produce data-driven stories that reveal key insights into consumer experience. It will also provide internal business partners with accurate and pertinent consumer insights and dashboards that enhance and guide effective decision making.

3. Monitoring System Maintenance Tasks. Work with external partners to ensure key maintenance tasks are completed on time and correctly.

Responsibilities

To succeed in this role you will need to be self-motivated, pro-active, dynamic, flexible, and able to prioritize tasks in order to meet internal deadlines. A curiosity to dig in / roll up your sleeves and eagerness to learn more are additional keys to success.

Key responsibilities include:

•        Communicate and collaborate with groups internal to Clientx and the greater organization

•        Ensure adherence to project schedules and deliverable timelines

•        Build and maintain categorization models

•        Ensure data integrity and accuracy

•        Conduct categorization and sentiment audit analysis

•        Conduct data analysis and interpretation

•        Develop insights reports that tell a story in alignment with stakeholders goals and requests, as well as narrative dashboards

•        Incorporate advanced analytics into customer insights and properly package business insights and findings for consumption (communicating insights verbally and visually)

•        Clearly and succinctly communicate the findings and insights with proper verification and validation techniques

•        Identify early warning signals and opportunistic approaches from insights gathered

•        Monitor system related maintenance tasks and check for accuracy and completion

Desired Education and Experience

•        Bachelor's degree in Statistics, Analytics, Economics, Data Science or related discipline preferred

•        Preferred experience with text analytics tools (Clarabridge, Sprinklr, MaritzCX, Medallia, or similar text analytics/NLP software)

•        Experience analyzing voice of the customer findings to identify actions that improve customer experience

•        3+ years of relevant work experience, business consultant and/or management consulting experience preferred

•        3+ years of analytic experience; experience with predictive modeling • Ability to identify and tell a story using data

•        Advanced proficiency with MS Excel and PowerPoint

•        Ability to manage multiple tasks simultaneously within a continually changing environment

•        Excellent problem solving skills and ability to navigate challenging situations

•        Ability to work with vague concepts and be able to break down into tangible work, action items, and next steps

•        Strong written, analytical and verbal communication skills

•        Ability to learn quickly and willingness to help out wherever needed



Skill/Role



Level



Years



Preference



Analytical skills



Guru



0.0



Required



Attention to Detail



Guru



0.0



Required



Communication



Guru



0.0



Required



Ability to Multi-task



Guru



0.0



Required



Use Cases



Intermediate



0.0



Required



Analysis



Guru



0.0



Required



Microsoft Word



Intermediate



0.0



Required



Business Analyst



Intermediate



0.0



Required



Microsoft Excel



Guru



0.0



Required



Business Requirements



Guru



0.0



Required



Work Independently



Guru



0.0



Required

Interested candidates should send a resume to the attention of Amrita Baliga  at Interactive Business Systems (abaliga@ibs.com)

IBS offers a competitive salary and comprehensive benefits package to all employees. Referral and sign-on bonuses may also be available.

About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider. 

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