Solutions Analyst
The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.
Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.
Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.
Responsibilities & QualificationsWho you are:
Mattersight records and transcribes hundreds of millions of phone calls every year, which means that we have a LOT of interesting data. So much interesting data, in fact, that we’re looking to expand our team of smart and talented people. With 1-3 years of relevant experience, you’re looking to help us bring cool stories and valuable insights to light. Are you up to the challenge? As a Solutions Architecture Analyst resource you will be responsible for the following:
Solutions Architecture Analyst Role & Responsibilities
Role
Individuals in the Solutions Architecture Analyst position are responsible for, but not limited to, the following tasks:
- Identify optimal solution and data design and influence internal and external stakeholders to ensure alignment on key requirements for project success
- Collaborate to support the sales cycle from initial conversation through contract completion
- Use SQL, R, Excel, and PowerPoint to analyze and report on findings and behavioral trends
- Develop product offerings through careful consideration of business value and data analyses
- Explore high-level, undefined ideas and business problems using unstructured, raw data
- Regularly present findings and project summaries to audiences whose statistical knowledge varies
- Improve internal processes and tools to increase efficiency and spur future product innovation
Required Knowledge, Skills & Abilities
Previous Experience
Mattersight is seeking mid-level candidates with a Bachelor’s Degree from an accredited University and a 1-3 years of work experience. Direct work experience with Service Operations, Business Process Improvement, and data-driven Customer Experience Marketing are a strong plus. Direct experience running or working with customer contact centers or other customer service functions also a strong plus. Coursework of a quantitative or analytical nature is preferred. This can include, but is not limited to: Economics, Mathematics, Psychology, Sociology and Statistics.
Ideal Candidate
· Knowledge of statistics, R, and SQL
· Adaptable
· Able to work independently on open ended problems
· Consistent and thorough
· Adept Time Manager
· Strong communicator and presenter
· Creative problem solver
· Positive attitude
· Proactive and persistent
· Detail Oriented
· Results Oriented
Other FactsCompany Culture & Facts
Corporate Culture
Mattersight values diversity amongst its employees. Employees from all levels of experience and backgrounds are mingled together and are encouraged to learn about projects others are working on. Mattersight’s Chicago office fosters teamwork as well as self motivation.
Eligibility & Location
Mattersight seeks candidates authorized to work in the United States. The Solution Architecture Analyst role will be based out of Mattersight’s Chicago location; candidates should anticipate little to no travel.
Compensation
Mattersight is prepared to offer a highly competitive benefits and compensation package for the ideal candidate.
Questions
Any questions regarding the position should be communicated to Patrick Stearns, Director of Talent Acquisition, [email protected]
For more information about Mattersight, visit http://www.mattersight.com/. Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.