Sr. Business Intelligence Analyst

About This Role

This role is responsible for enabling data-driven decision-making to accelerate McKesson’s CXO Digital Transformation and automation strategy. The Senior Business Intelligence Analyst drives analytics and performance insights across automation, AI, and self-service initiatives. This position provides business intelligence that fuels operational excellence and value realization.

Responsibilities

• Analyze contact center data to identify trends, inefficiencies, and improvement opportunities
• Lead the development and automation of performance dashboards, scorecards, and KPI reporting across AI, RPA, and digital initiatives
• Translate complex data into clear insights and visualizations that inform strategic decision-making at the leadership level
• Define, track, and validate value realization metrics for automation programs, including cost savings, efficiency, and customer experience impact
• Integrate and analyze data across Salesforce, Five9, Verint Cloud, and AI platforms to provide a holistic view of CXO performance
• Conduct advanced analytics to identify automation opportunities and performance trends
• Partner with product, technology, and operations teams to define and evolve the automation analytics roadmap
• Streamline analytics and reporting processes through automation using Power BI, SQL, Python, and Tableau
• Support quarterly business reviews, automation performance reviews, and Quantum Leap transformation updates
• Champion data quality, consistency, and governance across CXO reporting assets

Requirements

• 7+ years of relevant experience in data analytics, automation insights, or digital transformation analytics
• Proven experience supporting Contact Center analytics, preferably within a transformation or automation context
• Strong understanding of Contact Center KPIs and metrics
• Proficiency in Power BI, Tableau, SQL, and data modeling
• Experience with RPA platforms (UiPath, Blue Prism), AI/Chatbot analytics, or Verint/Five9 data integration
• Demonstrated ability to communicate analytical insights effectively to non-technical and executive audiences
• Knowledge of machine learning and AI applications in contact centers

Qualifications

• Degree or equivalent
• 7+ years of relevant experience in data analytics, automation insights, or digital transformation analytics

Nice to Have

• Experience supporting automation and AI analytics (RPA, NLP, Auto-QA, conversational AI)
• Strong proficiency in Power BI, Tableau, and SQL for data visualization and reporting automation
• Working knowledge of Five9, Verint Cloud, and Salesforce Service Cloud data environments
• Proven ability to measure ROI, value realization, and performance of automation initiatives
• Familiarity with UiPath or other RPA platforms and related analytics tools
• Excellent data storytelling and executive presentation skills
• Strong collaboration and communication skills across business and technology teams
• Passion for continuous improvement, automation innovation, and data-driven decision-making

Skills

* Required skills