3563365-Manager

Job Summary:We are seeking a highly analytical and detail-oriented Senior Analyst to join our team for the Complaints Data Analysis and Resolution project. The ideal candidate will be responsible for analyzing customer complaints data, identifying root causes, and driving actionable insights to improve customer experience and operational efficiency.Key Responsibilities:Analyze large volumes of customer complaints data to identify trends, patterns, and root causes.Develop dashboards and reports to monitor complaint metrics and resolution effectiveness.Collaborate with cross-functional teams (Operations, Customer Service, Product, etc.) to recommend and implement data-driven solutions.Design and execute data models to predict complaint volumes and resolution timelines.Ensure data quality, integrity, and consistency across all reporting platforms.Present findings and recommendations to senior stakeholders in a clear and impactful manner.Support continuous improvement initiatives by identifying gaps and opportunities in complaint handling processes.Required Qualifications:Bachelor's or Master's degree in Data Science, Statistics, Economics, Business Analytics, or related field.4-6 years of experience in data analysis, preferably in customer experience or operations.Proficiency in SQL, Excel, and data visualization tools (e.g., Power BI, Tableau).Strong analytical thinking and problem-solving skills.Excellent communication and stakeholder management abilities.Experience with Python/R for data analysis is a plus.EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.