Senior Business Analyst - Remote Customer Engagement and Operations Optimization at Walgreens - $27-$40/Hour

Join Our Team as a Senior Business Analyst and Revolutionize Customer Engagement at Walgreens

We are seeking an experienced Senior Business Analyst to join our Inbound Conversational Customer Engagement team at Walgreens. As a key member of our team, you will play a crucial role in developing and implementing operational solutions that drive customer satisfaction and loyalty. If you have a passion for data analysis, process improvement, and customer engagement, we want to hear from you!

About Walgreens and Our Culture

Walgreens is a leading retail pharmacy company that is committed to providing exceptional customer experiences. Our company culture is built on a foundation of integrity, respect, and innovation. We value diversity, inclusivity, and teamwork, and we strive to create a work environment that is engaging, challenging, and rewarding for our employees.

Role Snapshot:

• Job Title: Senior Business Analyst - Remote Customer Engagement and Operations Optimization
• Company: Walgreens
• Location: Remote
• Compensation: $27-$40/hour, plus bonus potential
• Start Date: Immediate openings available

Job Responsibilities:

As a Senior Business Analyst, you will be responsible for collecting, summarizing, and presenting data to help drive strategic planning and decision-making in Pharmacy & Retail Operations. Your primary focus will be on developing and implementing operational solutions that drive customer satisfaction and loyalty.

• Collect, analyze, and present data to support strategic planning and decision-making in Pharmacy & Retail Operations
• Develop and implement operational solutions to drive customer satisfaction and loyalty
• Maintain a thorough understanding of business strategies and practices impacting all aspects of Pharmacy & Retail Operations
• Provide complex analysis of data to build business cases for process changes, enhancements, and improvements
• Serve as a subject matter expert and point of contact for various projects and initiatives
• Communicate project status and results to stakeholders
• Collaborate with cross-functional teams, including IT, legal, and regulatory, to develop operational solutions
• Coach and mentor junior Business Analysts

Key Responsibilities:

Business Analysis and Strategy Development

• Develop and maintain a deep understanding of business strategies and practices impacting all aspects of Pharmacy & Retail Operations
• Analyze data to identify trends, opportunities, and challenges, and develop insights to inform business decisions
• Develop and present business cases for process changes, enhancements, and improvements

Process Improvement and Optimization

• Identify opportunities for process improvements and develop solutions to drive customer satisfaction and loyalty
• Collaborate with cross-functional teams to implement process changes and enhancements
• Monitor and evaluate the effectiveness of process changes and make recommendations for further improvements

Communication and Stakeholder Management

• Communicate project status and results to stakeholders, including senior leaders and external partners
• Develop and maintain relationships with stakeholders to ensure effective communication and collaboration

Requirements:

Basic Qualifications:

• Bachelor's degree and a minimum 1 year of experience with data analysis and reporting to identify issues, trends, or exceptions
• High School Diploma/GED and 4 years of experience with data analysis and reporting to identify issues, trends, or exceptions
• At least 1 year of experience querying databases (e.g., SQL, Golden, Business Objects, EDW, SAS, and/or SQL Server)
• Experience in identifying operational problems and recommending and implementing solutions
• Experience communicating business evaluation results to business leaders
• Intermediate-level proficiency in Microsoft Word, Excel, and PowerPoint

Preferred Qualifications:

• 3+ years of experience with call center ACD, IVR, CTI, skilling approach, call recording, and reporting
• Experience with Genesys Administrator and Genesys Administrator Extension
• Ability to interface and cultivate strong working relationships with technology teams, business analysts, and vendors
• Fluency or near-fluency in Spanish
• Experience with SAFe Methodology and working in an Agile environment

What We Offer:

As a Senior Business Analyst at Walgreens, you can expect a competitive salary, bonus potential, and a comprehensive benefits package. We also offer:

• Opportunities for career growth and professional development
• Flexible work arrangements, including remote work options
• A collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply:

If you are a motivated and experienced Senior Business Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and respectful workplace culture that values diversity, equity, and inclusion.

Apply now and join our team as a Senior Business Analyst!