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Client Care Ops Analyst (Data Visualization)

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Visa

2mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Data
    Business, Operations & Strategy
  • Quick Apply

AI generated summary

  • You should have 2+ years of relevant experience, strong analytical and communication skills, expertise in channel strategy, and familiarity with MS Office, CRM, and customer care operations.
  • You will analyze large datasets, create visualizations, present insights, collaborate with teams, and ensure data accuracy to support business goals and measure performance against forecasts.

Requirements

  • 2+ years of work experience with a Bachelor's Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD). Preferred: 3+ years with a Bachelor's Degree or 2+ years with an Advanced Degree.
  • Motivated self-starter who can work independently and coordinate activities with cross-divisional teams.
  • Dynamic professional skilled in innovation and agility, able to adapt to change and deliver high-quality results.
  • Ability to handle multiple initiatives and complex situations at once.
  • Expertise in channel strategy, especially within client care organizations.
  • Strong organizational skills, able to adapt quickly to changing priorities.
  • Excellent analytical, communication, presentation, interpersonal, time management, and critical thinking skills.
  • Experience using standard MS Office tools (e.g., MS Project, PowerPoint, Word, Excel, Visio, SharePoint, Teams).
  • Experience with Microsoft Power Apps for custom business applications.
  • Knowledge of CRM, Genesys, and the Payments industry is preferred.
  • Moderate experience in Business Process Re-engineering, Lean DMAIC Process Improvement, and Lean Automation.
  • Customer Care Operations and Contact Center experience.
  • Amenable to Night Shift - US Hours.

Responsibilities

  • Use data analysis tools like Excel, SQL, Python, R, or similar software.
  • Collect, clean, and manage large datasets to support business goals.
  • Apply statistical methods and create data visualizations to interpret trends.
  • Spot patterns and trends in data to provide actionable insights.
  • Use critical thinking and problem-solving to draw meaningful conclusions.
  • Turn complex data into clear, actionable recommendations.
  • Present findings clearly through reports, presentations, and other channels.
  • Explain complex analyses effectively to both technical and non-technical stakeholders.
  • Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
  • Align data analysis with business objectives and strategic goals.
  • Work effectively within a team to gather requirements, analyze data, and deliver results.
  • Collaborate with different departments to understand business needs and provide insights.
  • Work with business partners to establish baselines for calculating Actual vs. Forecasted Benefits.
  • Ensure the adoption of transformation initiatives to meet forecasted benefits, working closely with business teams.
  • Be accountable for reporting realized benefits or gaps compared to forecasted outcomes.
  • Manage the analysis process from data collection to report delivery.
  • Ensure accuracy and consistency in data analysis.
  • Stay current with evolving data analysis techniques and technologies.

FAQs

What is the job title for this position?

The job title is Client Care Ops Analyst (Data Visualization).

What type of company is Visa?

Visa is a world leader in payments and technology, facilitating transactions between consumers, merchants, financial institutions, and government entities globally.

What are the primary responsibilities of the Client Care Ops Analyst?

The primary responsibilities include developing and optimizing channel strategies, collecting and managing datasets, creating data visualizations, and reporting on benefits, among others.

What technical skills are required for this position?

Required technical skills include proficiency in data analysis tools such as Excel, SQL, Python, and R, as well as experience in data collection, cleaning, management, and visualization.

How much work experience is needed for this role?

The role requires 2+ years of work experience with a Bachelor's Degree, or 3+ years with a Bachelor's Degree, or 2+ years with an Advanced Degree.

Is industry knowledge important for this position?

Yes, having experience or expertise in the finance industry is considered a plus.

What are the communication requirements for this job?

Strong communication skills are necessary, including the ability to present findings clearly and explain complex analyses to both technical and non-technical stakeholders.

Is the position hybrid?

Yes, this is a hybrid position where employees will work both remotely and in the office, typically two days a week.

Are night shifts expected for this role?

Yes, this role is amenable to night shifts during US hours.

What experience with software tools is preferred?

Experience with Microsoft Power Apps, CRM, Genesys, and standard MS Office tools like MS Project, PowerPoint, Word, Excel, Visio, SharePoint, and Teams is preferred.

Is prior customer care operations experience necessary?

Yes, experience in Customer Care Operations and Contact Centers is preferred for this position.

Are there specific skills related to project management needed for this role?

Yes, the ability to manage the analysis process from data collection to report delivery is an important project management skill for this role.

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Visa

Technology
Industry
10,001+
Employees
1958
Founded Year

Mission & Purpose

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and be paid.