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 :

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

Job Family Group : Decision Management

Job Family : Business Analysis

Time Type : Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and / or contact the recruiter.