Sr. Analyst, Conversational Natural Language Understanding

at  Walgreens

JOB SUMMARY:

Responsible for optimizing Pharmacy and Retail customer operations, automated voice and messaging assistant (chatbot) and ongoing Natural Language Understanding (NLU) training on chat/IVR bots to ensure improved intelligence and a frictionless user experience. Contributes to creating natural language processing systems focusing on conversational technology, dialogue systems and chatbot technology. Develops requirements for process or system solutions within an assigned business domain(s) by interfacing with stakeholders and IT teams (for example, Solutions Delivery, Infrastructure, Enterprise Architecture). Conducts ongoing analysis of chatbot performance to provide process optimization recommendations, strategy development, industry trends, competitive analysis, and company positioning that deliver and exceed our users Key Performance Indicators (KPIs).

Job Responsibilities:

• Collects, analyzes, makes specific recommendations, and presents information pertaining to proposed programs to meet the business and strategic goals of Pharmacy and Retail Operations and the company.
• Responsible for developing and documentation of comprehensive business cases, reports and tools to assess the costs, benefits, ROI, and Total Cost of Ownership (TCO) of proposed solutions.
• Communicates relevant project information and influences stakeholders, both corporately and in the field using visualization techniques (Visio, Excel or PowerBI).
• Serves as point of contact for various projects (such as Chatbot, Voice recognition phone system, reporting and analytics, etc.) to drive project execution.
• Collaborates and builds trust with relationships across Pharmacy and Retail Operations, IT, Legal and regulatory, process improvement teams, to develop operational solutions.
• Coaches, mentors, guides, and provides oversight to less senior Business Analysts.
• Maintains and ensures knowledge of best practices in designing/developing user centric omnichannel conversational experiences involving chat, text or voice.
• Responsible for system related configuration (such as Intents, Entities, Events, Context).

“About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.”
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
“An Equal Opportunity Employer, including disability/veterans”.

BASIC QUALIFICATIONS

• Bachelor’s degree and at least 1 years of experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions OR High School/ GED and at least 4 years of experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• At least 1 year of experience querying databases (for example: SQL, Golden, Business Objects, EDW, SAS and/or SQL Server).
• Experience in identifying operational issues and recommending and implementing strategies to resolve issues and problems.
• Experience communicating the impact of business analysis results to business leaders with a proven capability for public speaking, professional writing, and active listening.
• Experience identifying and describing trends and provide insight on future offerings.
• Intermediate level skill in Microsoft Suite (MS Word, Excel, PowerPoint).
• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

PREFERRED QUALIFICATIONS

• Master’s Degree with 2 or more years’ experience in Computer Science, Linguistics, Speech Recognition and Processing or a related field
• Bachelor’s Degree with 5 or more years’ experience in Computer Science or related field.
• Retail Pharmacy Experience.
• NLU/NLP experience
• UX/UI design experience for chatbots/virtual assistants
• Demonstrated ability to draw insights from user data and use them to drive product improvements and optimization (Chatbot, IVR)
• Experience with cloud-based machine learning platforms
• Proficient in one or more object-oriented programming languages (Java, Python, C#, C/C++)
  We will consider employment of qualified applicants with arrest and conviction records

• Collects, analyzes, makes specific recommendations, and presents information pertaining to proposed programs to meet the business and strategic goals of Pharmacy and Retail Operations and the company.
• Responsible for developing and documentation of comprehensive business cases, reports and tools to assess the costs, benefits, ROI, and Total Cost of Ownership (TCO) of proposed solutions.
• Communicates relevant project information and influences stakeholders, both corporately and in the field using visualization techniques (Visio, Excel or PowerBI).
• Serves as point of contact for various projects (such as Chatbot, Voice recognition phone system, reporting and analytics, etc.) to drive project execution.
• Collaborates and builds trust with relationships across Pharmacy and Retail Operations, IT, Legal and regulatory, process improvement teams, to develop operational solutions.
• Coaches, mentors, guides, and provides oversight to less senior Business Analysts.
• Maintains and ensures knowledge of best practices in designing/developing user centric omnichannel conversational experiences involving chat, text or voice.
• Responsible for system related configuration (such as Intents, Entities, Events, Context)