Monitor sources, conduct in-depth research and analysis on markets and competitors, and report emerging threats and trends

Conduct research on a broad portfolio of emerging and global companies to clearly identify their core products, customers, competitors, and strategic customer experience (CX) objectives

Conduct customer research to gather data and insight for buyer personas and customer service strategies

Collect business, market, and competitive intelligence from both external and internal data sources

Identify creative and new ways to better inform internal stakeholders across sales, marketing,

product, etc. on competitive and client intelligence, e.g., using products, interviewing SMEs, etc.

Find and curate news digests with relevant client, competitor, and industry information that has value to key stakeholders within the organization

Update company profiles in Alorica’s CRM and dashboarding tools to ensure accurate information for strategic accounts

Maintain research repositories and datasets, ensuring intelligence data is current, relevant, and consumable for ongoing research efforts

Knowledge of customer experience and contact center outsourcing / business process outsourcing industry

Ability to comprehend Alorica solutions, at a high level, to help identify and benchmark against other solutions in the market

Avid reader with ability to quickly digest analyst reports, quarterly earnings, press releases and other disparate sources of content and form an opinion on how to use these inputs to better service the customer and win business

Proficient with communications and data visualization in order to provide internal stakeholders with impactful and data driven synthesis of findings and recommendations

Strong market research and analytical skills required

Strategic and independent thinker with high level of curiosity and thirst for knowledge

Ability to look for information that has intelligence relevance

Ability to find and review large amounts of information from a variety of sources including reports, articles, stats, datasets, etc.

Extremely well organized

Able to multitask with a high level of accuracy and attention to detail

Strong written and verbal communication skills

Expertise with Excel and PowerPoint