Technical Product Expert

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses worldwide. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics, and software. We also assist millions of people to work towards their financial goals and help them save time and money.

We operate across various markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As an FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

Experian's contact center technology team is looking for a Technical Product Expert with a background in contact center business intelligence, reporting, and analytics. Reporting to the Vice President of MCE Technology, you will lead the strategic delivery of BI capabilities for both existing processes and new technology projects. We are looking for someone who excels in presenting content. You have a track record in writing detailed product specifications and documentation, complex technical concepts to diverse audiences, and a high standard for quality. You will help enhance our contact center operations by defining metrics to improve efficiency.

Main Responsibilities

• Product Development: Collaborate with engineering teams to develop BI solutions that integrate telephony (NICE), CRM (Salesforce), and imaging (iLinx) platform data to inform decision-making.
• Strategic Planning: Create a comprehensive product strategy for the contact center customer experience that aligns with organizational goals and customer needs.
• Partner Management: You will work with multiple teams, including executive leadership, engineers, and operations, to gather reporting requirements, set priorities, and communicate progress.
• Agile Methodology: Lead Agile ceremonies, such as sprint planning and backlog grooming, to ensure continuous delivery and iterative improvement of features.
• Ongoing Analysis: Conduct research to identify trends, opportunities, and risks, providing insights to guide analytical product development and positioning.
• Quality Assurance: Perform QA on reports to ensure accuracy and adherence to requirements.
• Performance Monitoring: Set goals to measure the success of our processes and use data-driven insights to implement continuous improvements and operational efficiencies.
• Documentation: Develop comprehensive product documentation.

Qualifications

• Experience: 3 to 5 years of relevant product or engineering experience focusing on contact center reporting.
• Expertise: In-depth understanding of contact center metrics and the ability to identify and lead operational efficiencies using data.
• BI Tooling Experience: Proficiency with BI tools is important, with a preference for experience with Google Looker.
• Proficiency in data analysis and interpretation, using both quantitative and qualitative insights.
• Problem Solving: Ability to identify issues, propose solutions, and lead their resolution.
• Agile Development: Experience working in an Agile environment, including familiarity with Scrum and Kanban methodologies.

Additional Information

Benefits/Perks

• Great compensation package & bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible schedule, ability to work remotely, hybrid, or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays

Additional Information

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), people's agenda very seriously and focus on what matters, to name a few. Check out Experian Life on social media 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, regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need requiring accommodation, please let us know as soon as possible.

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