Analysts basically work within an organisation, identifying areas that need improvement and coming up with appropriate solutions to address problems and issues. They may partner with functional teams and internal stakeholders to utilise customer-driven analytics to strengthen programs that tie to customer objectives.
The job particularly involves the development and implementation of initiatives to improve the company’s customer service efforts. Analysts analyse and summarise customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
Analysts need to have strong project management skills, as well as the ability to identify trends, root causes of change and possible solutions to identified problems. Being highly organised and good multi-taskers are likewise desirable qualities.