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Lead Analyst - AI and Conversational Design

Company: CenturyLink
Location: Littleton
Posted on: March 24, 2020

Job Description:

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.



Job Summary


Lead Analyst - AI and Conversational Design will be responsible for delivering customer experience focused conversational dialogs. This is a diverse role with broad responsibilities for creating conversational flows across the consumer organization. This individual will need to regularly monitor performance of AI conversations to determine performance based on performance metrics such as NPS, Customer Satisfaction, and containment. This role requires passion for using data and research to uncover opportunities to provide an exceptional experience for our customers.



Job Description




Responsibility for collaborating cross functionally to develop conversational flows for the AI to effectively resolve customer needs.
Combining data and analyzing relationships between customer intent and needs.
Monitor performance of conversations against KPIs such as NPS, customer satisfaction, and containment
Work with subject matter experts to translate processes into conversational flows that the AI system can perform.
Conducting ad-hoc analysis as necessary to answer specific business questions
Participate in projects in an fast ever changing agile environment



Qualifications

Required:





Bachelor's degree or equivalent education and relevant experience
Excellent strategic problem solving and quantitative analysis capabilities
Excellent oral and written communications skills
Ability to build and design natural conversational dialogs
Experience using analytic tools like with strong basis in statistics and modeling is a plus
Knowledge of technology, communications or related industries preferable



Preferred:





SQL query logic and R/Python experience preferred
Customer experience/NPS reporting & analytics experience
Experience with AI conversational product preferably Watson Assistant


Will consider qualified candidates in alternate locations.



Education
Alternate Location: US-Arizona-Phoenix; US-Colorado-Broomfield; US-Colorado-Denver; US-Colorado-Littleton; US-Louisiana-Monroe; US-Minnesota-Minneapolis; US-Nebraska-Omaha; US-North Carolina-Charlotte; US-Oregon-Portland; US-Tennessee-Johnson City; US-Texas-Houston; US-Utah-Salt Lake City; US-Washington-Seattle

Requisition #: 219906

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Keywords: CenturyLink, Littleton , Lead Analyst - AI and Conversational Design, Professions , Littleton, Colorado

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