Job Description

Job Title: Data Analyst

Duration (Contract): 12 Months

Client Location: Plano, TX, USA 75023

Location Preference: Onsite

Job Description:

As a Data Analyst, you will directly contribute to enhancing the efficiency of product liability claim management, improving customer care quality, and driving strategic decision-making through data-driven insights. The specialist will play a critical role in shaping the future of PL operations by identifying opportunities for innovation, managing projects effectively, fostering cross-team collaboration, and delivering impactful reporting and presentations. Additionally, the focus on claimant management and customer care will ensure a seamless experience for customers while optimizing operational workflows. (Role is data analyst 50% + Claim Manager 50%)

Responsibilities:

1. Customer Experience Management:
   • Analyze end-to-end customer processes to identify pain points and develop suitable resolutions within controlled turnaround times.
   • Map claim journeys to ensure data systems are equipped with relevant functions for identifying and prioritizing process improvement opportunities.
   • Create and implement back-office strategies to enhance system efficiency and operational workflows.
   • Manage operations staff to ensure maximum productivity, monitor key performance indicators (KPIs), and develop individual growth plans to improve customer care quality.

1. Quality Management:
   • Monitor and review customer calls/tickets for quality control, ensuring the competitiveness of customer care services.
   • Conduct periodic and ad-hoc analyses to uncover critical insights that drive customer care performance and inform strategic initiatives.
   • Leverage data and systems to connect the dots across PL operations, identifying opportunities for process optimization and innovation.

1. Data Analytics and Strategic Development:
   • Perform advanced data analysis using statistical techniques (e.g., regression analysis, variance analysis) to derive actionable recommendations.
   • Develop and maintain dashboards using tools like Tableau or Power BI to visualize key metrics and trends.
   • Collaborate with IT teams to ensure seamless data sourcing, flow, and system integration.
   • Support cross-functional projects by providing data-driven insights to align with stakeholder needs.

1. Claim Management:
   • Oversee the management of claims throughout the product liability claim process, ensuring timely resolution of claims.
   • Develop strategies to improve claimant satisfaction by streamlining communication channels and reducing claim resolution times.
   • Analyze claimant data to identify trends and patterns that can inform future product safety improvements.
   • Contact subrogation adjuster and/or attorney to obtain claim information/document to process the claim

1. Customer Care:
   • Enhance customer care processes by implementing data-driven strategies that improve response times and customer satisfaction.
   • Monitor customer care performance metrics to identify areas for improvement and implement corrective actions.
   • Contact customer at times to support product/claim accommodation

1. Project Management:
   • Lead and manage end-to-end project execution, ensuring timely delivery of objectives within scope, budget, and quality standards.
   • Develop project plans, including timelines, resource allocation, and risk management strategies.
   • Monitor project progress, identify potential roadblocks, and implement corrective actions to ensure successful outcomes.
   • Document project deliverables, lessons learned, and best practices for future reference.

1. Cross-Team Collaboration:
   • Work closely with other teams, including IT, Customer Care, Legal, and Product Development, to align on goals, share insights, and drive operational improvements.
   • Facilitate communication between teams to ensure alignment on project objectives and timelines.
   • Act as a liaison between technical teams and business stakeholders to bridge gaps in understanding and foster collaboration.
   • Participate in cross-functional meetings to contribute data-driven insights and support decision-making.

1. Process Improvement and Innovation:

• Design and document business processes, workflows, and technical specifications for process improvement initiatives.
• Conduct root cause analysis to identify inefficiencies and propose actionable solutions.
• Stay updated on industry best practices and emerging technologies to drive continuous improvement in PL operations.

1. Reporting and Presentation:

• Develop comprehensive PL reporting to provide insights into operational performance, claim trends, and risk management.
• Create professional PowerPoint presentations for executive-level meetings to communicate key findings, recommendations, and strategic initiatives.
• Ensure reports and presentations are clear, concise, and visually appealing to effectively convey complex data insights.

Required Skills, Experiences, Education and Competencies:

1. Technical Skills:

• Proficiency in SQL for data extraction and manipulation.
• Strong understanding of statistical analysis techniques (e.g., regression, variance analysis).
• Expertise in data visualization tools like Tableau or Power BI.
• Proficiency in Python or R for data analysis and machine learning model development (Pandas).

1. Tools and Software:

• Experience with database management systems (e.g., MySQL).
• Advanced knowledge of Excel, including automation using VBA.
• Familiarity with CRM systems, SAP, or call management tools.

1. Experience:

• Demonstrated experience in business process design and improvement.
• Proven ability to interact with IT teams for data/system optimization.
• Experience in developing Tableau dashboards or similar platforms (Power BI, Domo).
• Strong analytical skills with a focus on root cause analysis.
• Experience in project management, including planning, execution, and monitoring.

1. Education:

• Bachelor's degree in a relevant field (required).
• Fluency in Korean and English (preferred).

The hourly range for roles of this nature are $40.00 to $80.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.

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