Business Analytics Analyst -C10

What do we do?

The Digital Strategy (DS) team work on solving various business challenges using data as tool.

The Digital Self Help team within DS supports the business in identifying

Opportunities to reduce cost of customer service channels by applying Gen AI to improve self-containment rate in Chatbot/ IVR and improve agent efficiency in Voice/ Live Chat channels

• Deep dive analysis on Agent call transcripts leveraging NLP techniques to identify the call intent and create actionable recommendations on IVR service flow improvement and better Straight-thru-processing (STPs) creations.
• Analytics support for Digital Self team.
• Search effectiveness and Chat containment strategies.
• Work in collaboration with the Modelling team on test and learn for the LLM based Agent Assist Solution.

Team analyzes millions of Chat transcripts and Call transcripts using various text analytics and NLP techniques to unlock opportunities for our clients in meeting their financial needs and creating economic value for the bank.

What’s expected from you?

As a Digital Business Analyst, we are seeking an analytics professional who should be able to perform below behaviors in their day to day role:  

• Client Obsession – Create client centric analytic solution to business problems. Individual should be able to have a holistic view of multiple businesses and develop analytics solutions accordingly.
• Analytic Project Execution – Work on complex analytic projects. This would require an understanding of business context, conversion of business problems in modeling, and implementing such solutions to create economic value.
• Statistical mind set – Proficiency in basic statistics, hypothesis testing
• Presentation Skills : Delivering high class presentation to deliver the thoughts, the solutions or  the problem for business stakeholders and senior management
• Project Management – Should have skillset to manage project in terms of creating project plan, assigning responsibilities, and ensuring appropriate communication
• Contribute to organizational initiatives in wide ranging areas including competency development, training, organizational building activities etc.

Skillset Required :

The most important skill that our analyst should possess is their love for data and their eagerness for new challenges & solving new problems. Apart from these, they should also have the following skillset

• 2-4 years of experience in Analytics - Demonstrated evidence of solving business problems through well-structured analysis.
• Strong programming skills in Python , Pyspark.
• Worked on the project leveraging Segmentation ,Text analytics and NLP techniques.
• Knowledge of Gen-AItools and LLM's .
• Knowledge of Fair lending andGen AI Model Accuracy testsgood to have
• Preference for analysts who have worked in or with Digital Business / Fintech / Ecommerce

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