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Trinet Group
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Senior Manager, Data and Analytics

Senior Manager, Data and Analytics

Trinet Group

10 - 15 years

30 - 35 Lacs

Hyderabad

Posted:4 hours ago| Platform:

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Skills Required

Health insurance Data analysis SAS Analytical Consulting PeopleSoft Customer engagement Stakeholder management Workers compensation Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients business success with extraordinary HR.

JOB SUMMARY

The Senior Manager, Data and Analytics is a key leadership position that will be responsible for collecting and analyzing customer data in order to identify opportunities to deliver and enhance the customer experience. This position participates and partners with company leaders to establish organizational plans and objectives and will have strong data analysis and leadership skills using the voice of the customer and business insights to define and drive a customer experience program of improvements. In addition, the Senior Manager will be capable of building strong relationships with stakeholders in technology, product, sales, customer engagement and marketing to influence improvements that will benefit the customer. This role may lead a small team of specialized professionals or multiple programs, policies or functions of considerable scope and impact.

Essential Duties/Responsibilities

Establish clear direction on the approach for collecting client feedback.
Analyze qualitative and quantitative data to generate insights, leverage and consolidate transactional, behavioral, demographic, survey, and Voice of Customer (VOC) feedback data to inform stakeholders and to identify, size and address business issues and opportunities to improve NPS, revenue and retention.
Leverage analytical tools such as, Qualtrics, Tableau, and SAS to analyze customer behavioral data and open-ended customer feedback received through various sources, including Net promoter surveys, CSAT surveys, website and app intercept feedback, product feedback, customer engagement data, and customer demographic data.
Collaborate and influence key stakeholders to deliver customer experience improvements
Recommend product, process and training improvements.
Connect the insights from VOC feedback throughout the customer journey and client behaviors to TriNet s Net Promoter Score (NPS).
Evangelize the importance of actively listening to customers and drive changes based on what we learn from understanding what they are telling us.
Deliver new and improved business processes and provide product insights to address customer pain points and, thereby, improves our customers overall satisfaction with TriNet.
Fosters a learning culture within the team focused on coaching, regular feedback, accountability, and development that energizes colleagues.
Performs other duties as assigned
Complies with all policies and standards

QUALIFICATIONS

Education

Bachelors Degree in business management or related field; advanced degree preferred

Work Experience

Typically 10+ years of related management experience
Typically 5+ years related research field experience such as customer, VOC and experience management

Knowledge, Skills and Abilities

Extensive experience related to data analysis (preferably leading a VOC team)
Ability to define client experience strategy and deliver to C-suite
Strong customer experience focus
Strong stakeholder management and relationship skills
Extensive knowledge of the Client feedback and survey best practices
Experience with connecting and analyzing large datasets
Expertise in presenting data visually to provide a clear, compelling story
Understanding of how to apply statistical methods to identify drivers of business results based on customer feedback and customer journey touchpoints
Experience with unstructured data analysis, including voice and text analytics
Strong ability to analyze quantitative and qualitative data, optimize data sets, tools, and analysis techniques to drive business outcomes.
Excellent verbal and written communication skills
Ability to communicate with employees at all levels of the organization
Ability to maintain confidentiality of corporate data
Excellent interpersonal skills
Excellent presentation and facilitation skills
A demonstrated commitment to high professional ethical standards and a diverse workplace
Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
Proven leadership experience, with the ability to motivate and develop a high-performing team.
Proficient in Microsoft Office Suite, PeopleSoft and SalesForce

Work Environment:

Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
This position is 100% in office.

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Trinet Group

Human Resources

San Leandro

Not publicly disclosed Employees

9 Jobs

Key People

Burton M. Goldfield

President and CEO
Matt A. D'Angelo

Chief Financial Officer
Thomas D. Lichtenstein

Chief Operating Officer

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Senior Manager, Data and Analytics