Senior Loyalty Analyst
SAVVIS Inc. - Town and Country, MO

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Savvis Culture:
Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.

Title: Sr. Loyalty Analyst

Location: Global

Description: The Sr. Loyalty Analyst role is an analytical role with a focus for architecting, organizing and analyzing key customer metrics for the Customer Loyalty Program overall. In addition this person will be responsible for analyzing loyalty results in an effort to make recommendations from a strategic and operational perspective. The Sr. Loyalty Analyst will be an integral part of a dynamic and nimble Loyalty Program Team. Significant collaboration within the team and with key stakeholders is expected. The successful candidate will have an understanding for customer loyalty metrics and methodologies, be able to multi-task in a fast paced environment while focusing on an accurate and quality output. The candidate will be expected to identify loyalty indicators, analyzing data trends and communicate recommendations that result in a measurable increase of customer loyalty, retention and revenue growth.

Position Objectives:
Regularly analyze loyalty program results to identify business, operational and customer behaviors

Accurately create and deploy files from internal systems to outcast surveys to customers

Provide input for Dashboard & Closed Loop creation utilizing our outside vendor – Verint

Facilitate Dashboard & Reporting requirements and execute deployment the new process & system

Identify and provide continual improvement plans for loyalty reporting requirements

Focus on a decrease in customer churn and increase in customer retention and loyalty through articulation of trends and customer behavior identification

Show an increase in customer loyalty and retention through an initial benchmark and subsequent measurements of loyalty metrics on a regular basis

Prepare output materials to facilitate action plan development across the enterprise

Drive a successful execution of customer loyalty program by working closely with cross-functional leaders, customer facing teams, process management team and department Director

Drive internal process improvement by providing an accurate root cause analysis of loyalty and retention behaviors

Essential duties:
Manage the creation of a file based on monthly extraction from multiple systems (billing, operations etc.) to deploy monthly or quarterly surveys

Participate on weekly calls with vendor (Verint) to ensure tools and resources are being created that will enhance reporting and analysis capabilities

Make recommendations based on customers loyalty and retention analysis and trends

Produce program result outputs to facilitate meaningful action plan development and program awareness

Work with cross-functional teams to ensure loyalty program metrics are built into company systems and processes

Regularly communicate metrics and program recommendations to department Director

Active participation in Customer Corridor Board and similar functional groups

Collaborate with team members to improve processes and practices

Develop and document key metrics and results

Work with account teams and customers, as needed, for loyalty and retention based activities

Required skills:
Excellent analytical skills

Proficient in collaborating with cross-functional teams

Strong verbal and written communication skills

Savvis Systems knowledge (Behemoth, Vantive, Cordys & Sage)

Use of corporate-approved social media platforms (Jive, Sharepoint)

Affinity with internal systems and MS Office (emphasis on Access, Visual Basics, Share-Point, Excel and PowerPoint)

Highly organized practices that ensure timely submission of deliverables

Ability to perform work in a dynamic, fast-paced environment

Desired skills:
5+ years analytical experience

Thorough knowledge of various analytical methods and practices

Certified Net Promoter Associate

VoC program experience

Education or Equivalent Experience:
Bachelor’s degree or equivalent experience.

Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.

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