Job description
Company Description
Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at www.experian.com/careers to be part of our team. you will report to Director of product operations.
Job Description
Job description
• Collaborate closely with internal and external partners to track, drive, and resolve customer escalations in a systematic and timely fashion.
• Assist in managing day-to-day operations of customer escalations tied to various products.
• Perform research and investigation of customer escalations to determine root cause and next-step recommendations.
• Data analysis: assist in capturing, organizing, and surfacing customer feedback & escalations data in high impact, accessible ways to facilitate product & customer insights.
• Develop subject matter expertise around important product features in the ECS product portfolio, along with supporting systems and technologies. Help manage operational and product analytics around customer issue escalations.
• Identify opportunities for process improvements, and help define, communicate, and execute those improvements.
• Help set and administer product and operational standards, processes, and procedures for the ongoing operation of products, customer escalations, and feedback.
• Execute on several tasks and workstreams concurrently while balancing shifting priorities.
Qualifications
Qualifications
· BA/BS degree with 1+ years of experience in product operations, product analytics, business analyst, business operations, or similar systems analytical roles that worked closely with Product and Technology teams.
· Adept in SQL, Excel (can perform complex functions) , and data tables (AWS Redshift, Python, DynamoDB experience.
· Experience with Tableau, creating dashboards, data visualization, etc.
· Solid knowledge in Agile software tools (e.g. Jira) and methodologies.
· curiosity, and familiarity with new technologies, APIs, and databases.
· Experience building trusted partnerships with Product, Operations, and Technology teams.
· Ability to manage multiple complex workstreams in a regulated environment is critical.
· Demonstrate empathy of customer issues to navigate urgency, prioritization, and scope of investigation and resolution.
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Additional Information
- Benefits/Perks:
Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
- This is a fully remote job opportunity. #LI-Remote
- Our uniqueness is that we celebrate yours. Experian’s culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering… the list goes on. Experian’s people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian’s DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
