Omnichannel Customer Service Sr. Analyst - Flex Location

Omnichannel Customer Service Sr. Analyst

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description

The Omnichannel Customer Service Sr. Analyst is responsible for supporting and executing strategies to create a seamless cross-channel customer service experience for our customers, with the opportunity to implement strategies leveraging AI solutions. This role integrates advanced AI technologies to enhance customer interactions across multiple channels (customer and internal facing), ensuring a cohesive and superior customer experience.

He/She will work closely with cross-functional teams to incorporate solutions that enhance customer interactions and streamline internal processes.

Key Responsibilities

• Strategy Support: Assist in developing and implementing strategies to create a seamless omnichannel customer service experience. Identify opportunities to enhance customer interactions, including leveraging AI-driven solutions.
• Execution: Aid in the execution of strategies across all customer service channels. Ensure that solutions are effectively integrated and operationalized.
• Technology Collaboration: Work alongside IT and other departments to integrate technologies into existing customer service infrastructure.
• Performance Analysis: Test, monitor, and analyze the performance of the customer service initiatives. Use data-driven insights to refine and improve strategies continuously.
• Customer Experience Focus: Help create an exceptional customer experience by leveraging AI to provide personalized, efficient, and effective service across all channels.
• Innovation: Stay informed about the latest AI trends and technologies. Assist in identifying and implementing innovative AI solutions that enhance the customer service experience.

Other Duties

• Project Assistance: Support the management of projects from conception to completion.
• Collaboration: Work closely with marketing, sales, technology, and other departments to ensure alignment and integration of strategies.
• Documentation: Create and maintain comprehensive documentation of strategies, processes, and performance metrics.

Preferred Competencies

• Guides customer service activities to align with established objectives and resources for enhanced experiences.
• Assists in developing project plans (establishes goals, milestones, and deadlines), allocates team members and resources, organizes logistics, monitors progress, and helps resolve rollout issues to support business objectives.
• Supports the creation of business cases using financial information (e.g., cost, revenue forecasts) and effectively communicates strategy and vision to team members.
• Contributes to the development of business features and epics with quantified business value to assist in tech prioritizations.
• Applies knowledge of problem definition and structure to describe issues, break them down into key components, and identify solutions by testing hypotheses and finding root causes.
• Proven experience in supporting and executing omnichannel customer service strategies.
• Understanding of AI technologies and their application in customer service.
• Strong analytical and problem-solving abilities.

Preferred Skills

• Experience with AI tools and platforms.
• Knowledge of customer service best practices.

Other Criteria

• Employer will not sponsor visas for position.

Job Grade- 20G

Last Day to Apply Internally: 4/23/26 @ 11:59pm EST

Compensation

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $7,220 monthly in our lowest geographic market up to $13,375 monthly in our highest geographic market. Pay is based on several factors including but not limited to, market location and may vary depending on job related knowledge, skills, and education/training and a candidate's work experience. Hired applicants may be eligible for annual short term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance.

Employee Type: Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. Employer will sponsor visas for specific positions. UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.