Automated Assistant Content Curator

PennyMac

Plano, TX

JOB DETAILS
HEADQUARTERS
Plano, TX, US
LOCATION
Plano, TX
POSTED
30+ days ago
The Business Analyst III provides reporting and analytical support for Senior analysts and the department manager. Responsibilities include developing and tracking of key statistical information and performance metrics, preparing various reporting views, gathering requirements for new reporting, organizing and presenting data to management and performing complex analysis and modeling. May provide training support to team members and participate in strategic department and divisional projects as appropriate.

Responsibilities:

  • Monitor and send recurring reporting
  • Querying for ad-hoc data requests
  • Creation of reporting Views
  • Analytical support to Sr. Analyst and Manager
  • Gather requirements for new reporting
  • Develop of new reporting views
  • Organize, prep, and present data to management
  • Develop and perform complex analysis and modeling
  • Take part in strategic department and divisional projects
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization’s desired culture and values
  • Review Bot success and failures, write different content formats and styles to improve customer experience
  • Recommend new use cases (/tasks that the Bot can do) and partner with internal stakeholders to secure approvals; Interface with Legal, Compliance and Risk to protect both our business and our customer’s interests
  • Team up with Digital & Consumer Insights team to track usage and garner insights to feed back into roadmap prioritization
  • Translate the takeaways from transcript analysis into technical requirements for creating new & enhanced conversational experiences
  • Improve customer experience by reviewing and modeling interactions between automated assistant and our customers.
  • Partner with internal stakeholders on new use cases for the automated assistant.
  • Conduct monthly and adhoc reports on automatic assistant metrics.
Qualifications:

  • Moderate skills with SQL database
  • Strong skills with MS Office Excel
  • Must be a team player with strong attention to detail and able to work independently
  • Proven track record at delivering timely and accurate information in a fast-paced environment
  • Excellent critical thinking, problem solving, mathematical skills and sound judgment
  • Financial Services and, if possible, mortgage industry experience preferred
  • Strong business acumen and ability to interface with executive management
  • 2+ years of product management experience
  • Understanding of smart speakers, mobile devices, automated assistants. (Alexa, Google Home, Siri)
  • Knowledge of HTML
  • Some knowledge of Machine Learning applications (Python, Anaconda, Amazon ML (Personalize, Comprehend, SageMaker)
  • Knowledge in IBM Watson Assistant, Google DialogFlow, Amazon Lex

About the Company

PennyMac