Business Systems Consultant

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As a business systems consultant on the CX Conversations team, you'll drive our Natural Language Interactive Voice Response (NL IVR) strategy. The NL IVR answers more than 75 million calls annually. This automated system uses conversational AI technology to interact with callers to determine who they are, why they are calling, and to process self-service transactions. In this role, you'll serve as a business advocate and key point of contact connecting business teams with IT and vendor partners as we work to improve caller experiences. In addition, you'll advance the NL IVR agenda and work with a broad network of business partners to ideate and deliver new capabilities to market.

This is a remote position.

Must-have qualifications

• High School Diploma/GED equivalent or higher and a minimum of five years of experience in business process (e.g. end-to-end process development, process design, etc.) and/or back-end business systems (e.g. systems enhancements, testing and analyzing systems, etc.)
• {OR} Successful completion of the Progressive-sponsored LEAP (Learn, Explore, Apply, Prepare) internship program
• {OR} Bachelor's degree or higher and a minimum of two years of experience in business process (e.g. end-to-end process development, process design, etc.) and/or back-end business systems (e.g. systems enhancements, testing and analyzing systems, etc.)

• Prior work in customer experience, customer relationship management (CRM), and/or platform support
• Able to create technical solutions while considering customer experience impacts
• Able to use data to make strategic recommendations
• Able to collaborate with small and large teams
• Industry experience with demonstrated track record of effective business decision-making

• $58,100 - $102,800/year depending on position level and experience
• Gainshare annual cash incentive payment up to 24% to 30% of your eligible earnings based on company performance

• 401(k) with dollar-for-dollar company match up to 6%
• Medical, dental & vision, including free preventative care
• Wellness & mental health programs
• Health care flexible spending accounts, health savings accounts, & life insurance
• Paid time off, including volunteer time off
• Paid & unpaid sick leave where applicable, as well as short & long-term disability
• Parental & family leave; military leave & pay
• Diverse, inclusive & welcoming culture with Employee Resource Groups
• Career development & tuition assistance
• Onsite gym & healthcare at large locations