A night shot of Walgreens near the historic Chicago Theater.

Sr. Analyst, Conversational Natural Language Understanding

Address: 200 WILMOT RD,DEERFIELD,IL,60015-04620-00001-2

Job ID 1833409BR

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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
Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

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.

We will consider employment of qualified applicants with arrest and conviction records.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits

Salary Range: $79300 - $127000 / Salaried

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