Nuance

Senior Digital/Data Analytics Specialist/Manager (Google/Web Analytics) - (Sydney, Brisbane, Melbourne)

AU-Melbourne
Job ID
1-31392
Category
Customer Service / Support - All Openings
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

 

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

 

Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

Job Summary

This position will be tactically focused on client-specific metrics and forming correlations and influences between chatbots, live chat and client data. The Digital Optimization Strategist will work to understand our clients’ business, technical, and reporting requirements and to develop solutions to ensure success. This position includes developing an in-depth knowledge of client’s website, business model, online marketing strategy, and analytics tools in order to develop and optimize TouchCommerce solution strategies customized for assigned clients’ needs. This position may have direct reports.

Reporting to the PS Director ANZ.

 

Responsibilities:

  • Ensure internal processes are understood and followed to enable client satisfaction, retention, and growth and ensure account is profitable for Nuance
  • Inventory client site analytics, documenting performance of chatbots, key funnels, flows and pages
  • Maintain launch and program documentation including business rule design, conversation flow, decision logic and integration points
  • Manage and track change management request tickets and support tickets
  • Baseline performance strategy creation for each client
  • Weekly client site performance tracking; deriving insights, key findings, and best practices to communicate internally and externally
  • Marry client site performance to chatbot and chat performance trends
  • Produce data-driven slides for Business Review decks for clients
  • Identify needs and opportunities for additional chatbot and chat services and optimization opportunities
  • Prove out and challenge existing best practices and assist in documenting proven findings, approaches, and strategies
  • Using analytical insights to help other departments troubleshoot technical problems
  • Configure advance variables and program level settings
  • Assist in client planning and communication on strategic direction
  • Possess the capacity to perform essential duties with minimal supervision and direction
  • Demonstrate success in working with complex strategic clients
  • Demonstrate leadership skills and the ability to manage and mentor others
  • Limited travel to client sites to present key account and practice findings    

Number of Years of Work Experience: 8 - 10 years

 

Required Skills:

  • A 4-year bachelor’s degree is required, preferably a degree in business, finance or marketing or six years of relevant experience may be substituted for the degree
  • Five or more years of experience with technology consulting, eCommerce, and/or Web Analytics is highly preferred
  • Must have superb communication skills (both written and oral), including group presentation skills.  Employee is required to collect and analyze data; prepare memos, emails, and presentations of data collected
  • Must have the ability to apply knowledge of mathematics, statistics, and principles of finance to interpret collected data
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Have an advanced knowledge of Microsoft Excel and the ability to communicate complex data and ideas through Microsoft Excel and PowerPoint presentations 
  • Individual should have experience with Internet software and Database software
  • Experience with standard web analytics systems is preferred
  • Some experience in computer and/or web programming, including JavaScript, XML, Visual Basic, HTML, CSS, or SQL, is preferred  

Preferred Skills: Google Analytics, Jira, HTML / Web technologies

 

Education:  A 4-year bachelor’s degree is required, preferably a degree in business, finance or marketing management    

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