Sr. Marketing and Contact Center Business Analyst
Becton Dickinson
This listing was originally posted on Becton Dickinson's careers page. Formulate is an equal opportunity job aggregator and is not involved in the hiring process. Where salary information is estimated, it is derived from BLS industry benchmarks and may differ from actual compensation.
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Upgrade to Pro — $25/moWe are the people who give possibilities purpose
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
BD Home Care Business:
The Home Care business within BD is unique in that it can manufacture products for consumers in the home and service them through our medical distribution subsidiary, Liberator Medical. This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni-channels to drive awareness, engagement, conversion, and retention of our customers. The mission of the Home Care business is to deliver clinically superior solutions for people with chronic bladder conditions in their pursuit of normality and independence. Solutions include both products and services to support customers through their entire journey.
Role Summary
The Sr. Marketing and Contact Center Business Analyst is a strategic role that bridges data analysis with operational excellence, and works to improve call center performance, customer satisfaction, sales goal attainment, and cost efficiency by transforming raw data into actionable insights.
This role continuously monitors KPI’s and performs gap analysis ensuring that all the systems and processes set up are delivering the intended results in terms of sales campaigns, list penetration, lead management, and other relevant processes.
Primary Job Responsibilities:
Leverage owned and external data sources to deliver an enhanced reporting suite capable of driving real-time commercial and marketing decisions.
Daily management of short and long-term reporting needs using PowerBI, Tableau, Excel, Contact Center reporting, and other well-established analytics tools.
Deliver KPIs to drive business strategy and ensure proper data are in place to measure performance.
Perform continuous gap analysis to ensure all processes and systems are working in synergy, and metrics are accurate.
Create dashboards to ensure lead management, list penetration, sales campaigns, promotions, journeys and customer satisfaction metrics are always visible.
Identify trends, anomalies, and correlations in call center data to recommend improvements in workforce scheduling, call routing, system configuration, and agent performance.
Deliver variety of automated and ad-hoc business reporting for direct-to-consumer healthcare business.
Develop, track, and interpret key performance indicators such as conversion, retention, Average Handle Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and abandonment rates.
Develop new reporting capabilities and visualizations to deliver digestible, accurate metrics.
Drive consistently improving data hygiene and reporting accuracy.
Collaborate with BI and finance teams to create analytics insights based on business needs.
Uphold compliance and privacy requirements for HIPAA-protected data.
Support and drive decision making through quickly understanding complexities, identifying opportunities, and applying best practices in report creation and analysis.
To Be Successful in This Role:
Minimum Bachelor’s degree in Business, Marketing, Statistics or related field required; MBA or equivalent experience preferred
Minimum 5+ years of experience delivering business analytics and reporting
Minimum 5+ years of experience in SQL or Snowflake
Minimum 5+ years of experience in a performance marketing-based role
Minimum 5+ years of working with best-in-class reporting tools such as Tableau
Minimum 2+ years of experience working with Contact Center technology
Experience working with Contact Center vendors preferred
Excellent analytical, problem-solving, listening, interpersonal and verbal/written communication skills
Experience with Web Analytics tools like Data Cloud, Google Analytics, Adobe Analytics or similar
Has managed business analytics segmentation and customer and lead cohorts
Is familiar with and comfortable reporting on key performance indicators related to a direct-to-consumer business, including CAC, LTV, conversion, and program business contribution
Has a “daily measurement” mindset geared towards reporting on and optimizing key business metrics in real time
Has experience working on or directly with finance teams to deliver and refine metrics and models.
Has familiarity working with large data sets, data warehouses, and integration of multiple data sources
Has experience recommending growth strategies using tactics like marketing mix modelling (paid and organic channels, Email marketing, promotions, etc.), attribution modelling, causal inference, customer segmentation, etc.
Proactively partners with team members across a matrixed organization
Can build business cases to support key initiatives to obtain approval for funding
Preferably has familiarity with SalesForce.com environments
Has the ability to manage multiple initiatives concurrently
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
To learn more about BD visit https://bd.com/careers.
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.
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