Pearson Product Lead & Analyst (NACSS - HE) in United States

Product Lead & Analyst (NACSS - HE)


At Pearson, we’re committed to a worldthat’s always learning and to our talented team who makes it all possible. Frombringing lectures vividly to life to turning textbooks into laptop lessons, weare always re-examining the way people learn best, whether it’s one child inour own backyard or an education community across the globe. We are boldthinkers and standout innovators who motivate each other to explore newfrontiers in an environment that supports and inspires us to always be better.By pushing the boundaries of technology —

and each other to surpass these boundaries — we create seeds of learning thatbecome the catalyst for the world’s innovations, personal and global, large andsmall.

As the Product Lead & Analystwithin the North America Customer Service and Support (NACSS) for the HigherEducation Line of Business, you will be responsible for delivering a consistentcustomer experience for Higher Education customers by partnering with SupportVendors, HE Support Teams (Reporting, Training, Customer Satisfaction (CSAT))and Product / Engineering Teams.

The Product Lead & Analyst is themain conduit of information and insight into and from internal HEstakeholders. They will work closely with the teams identified aboveon updates and changes, which need to be implemented to achieveperfect-every-time support experience for our customers using HEProducts. You will be involved in driving awareness into new andupcoming updates of the product to service delivery as well as providing insightto the appropriate product groups on customers’ usability of ourproducts. You will build a deep understanding of the product andservice scenarios across a broad set of products.

In this role, you will connect with ourfront line contact center agents and team leaders to analyze data andunderstand trends and provide direction on issue solutions, content andtraining. You will need to ensure consistency in issuehandling. Providing insight into top support scenarios and howagents are performing against those scenarios and ensuring that adequateresources and insights are made available to agents through the operationalteams.

You will work in close proximity withyour peers in helping to drive and deliver world class support experiences bysupporting strategic initiatives to drive quality and agent success by being aconduit between the business and product groups and support vendor deliveryteams.


  • Ensuring Top issue reporting and analysis are gathered and available to operations and product teams

  • Through deep engagement with operations and analysis of support data you will be on-point to provide insight into opportunities with strategic recommendations to drive improvements in issue handling, volume mitigation and other resources that will improve the quality of the service as well as providing actionable insight into low resolution rates, low customer satisfaction scores and insight into any processes, procedures or tools roadblocks that impede on the delivery of a perfect every time experience.

  • Present your findings, or translate the data into an understandable document or presentation. Synthesize the data in information consumable by senior business decision-makers. Draw conclusions from the analysis and present it in a relevant manner to the business Reviewing and driving change to content and other agent resources through the content team, training team and operational leaders.

  • Provide the voice of the agent and the voice of the customer to training, content and operational teams to ensure appropriate focus and action is taken to prevent and reduce issues driving to improvements in the overall customer experience.

  • Provide voice of the customer insight into product satisfaction and feedback to the product group teams.

  • Partner with vendors to drive improvements in consistency and the overall customer experience.

  • Leverage strong analytical and problem solving skills to identify and deliver actionable insights to relevant decision makers

  • Identify problems, trends, and take corrective action. Research and resolve data issues



  • Achieve results through influence with internal and external/vendor stakeholders

  • Strong analytical and problem solving skills

  • BA/BS degree or equivalent practical experience (Educational background in statistics, data analysis, data-driven computation, preferred)

  • Ability to juggle many projects and consistently delivers results with relentlessly high quality, accuracy and extreme attention to detail.

  • Deep insight/perspective into customer care/service experiences

  • A strong background in troubleshooting methodology (troubleshooting and issue resolution)

  • Ability to lead projects, report status and manage/mitigate issues and risks

  • A passion for enhancing the customer experience

  • Excellent written and verbal communications skills

  • Strong presentation skills

  • Demonstrated strong commitment and drive for results

  • Ability to work independently

  • Strong collaboration skills

  • Ability to drive consistency and change in a complex environment

  • Strong background in contact center operations, quality, customer satisfaction, process development, training and content

Primary Location: US-Remote

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 29, 2016