Technical Product Expert

As a Technical Product Expert at Experian, your primary responsibilities include collaborating with engineering teams to develop business intelligence solutions, creating a comprehensive product strategy for improving the contact center customer experience, and effectively managing partnerships with various teams. You'll also lead Agile ceremonies to ensure continuous delivery and conduct ongoing analysis to identify trends and opportunities in data. Your role is critical in driving the operational efficiency of our contact center.

To qualify for the Technical Product Expert role at Experian, you should have 3-5 years of relevant product or engineering experience specializing in contact center reporting. An in-depth understanding of contact center metrics, experience with business intelligence tools (preferably Google Looker), and a solid background in data analysis are essential. Furthermore, familiarity with Agile methodologies will be an added advantage.

Experian empowers its Technical Product Experts through a people-first approach that emphasizes development, work/life balance, and continuous learning opportunities. We celebrate diversity and encourage our employees to bring their whole selves to work. Moreover, with flexible working options and various employee resources, you’ll find ample support for your career journey, enhancing both personal and professional growth.

In the Technical Product Expert role, you will primarily work with business intelligence tools, notably Google Looker, as well as platforms like NICE for telephony and Salesforce for CRM integration. Familiarity with data interpretation and analysis tools will also be beneficial, as you will be expected to use both quantitative and qualitative insights to inform decision-making.

Experian is recognized as a Great Place to Work™ in 24 countries and offers an inclusive culture where innovation thrives. Our commitment to diversity, equity, and inclusion, alongside a flexible work environment and competitive benefits, makes Experian an attractive employer for Technical Product Experts. We take pride in our award-winning culture and strive to ensure that every employee has opportunities to grow and succeed.

In response, you might discuss specific metrics you've worked with, such as call volume, average handling time, and customer satisfaction scores. Be sure to highlight a situation where you identified an inefficiency in these metrics and describe the steps you took to implement changes that resulted in measurable improvements.

You should detail your process, including stakeholder engagement, market research, and aligning with business objectives. Mention the importance of understanding customer needs and their pain points, suggesting a strategy that emphasizes iterative enhancements based on feedback.

Discuss your approach to simplifying complex ideas, using analogies or visual aids to enhance understanding. Providing examples where you successfully communicated a technical concept will show your capability in bridging gaps between technical and non-technical teams.

Explain the Agile ceremonies you've led, such as sprint planning or retrospectives. Highlight techniques you’ve used to foster engagement, like encouraging open discussion, using collaborative tools, or steering team-building activities that enhance teamwork.

Talk about your methods for assessing urgency and impact while ensuring that stakeholder expectations are managed. Describe any tools or frameworks you utilize to keep track of these requests and how you communicate progress back to teams.

Outline your proficiency with BI tools, emphasizing your experience with Google Looker. Discuss any particular features you utilize and how you've leveraged these tools to drive insights and help inform data-driven strategies.

Convey your commitment to quality assurance by discussing processes you implement to verify data accuracy. Mention any checks or balances you have in place, as well as how you collaborate with data teams to ensure adherence to requirements.

Provide a structured example outlining the situation, your analysis, the proposed solution, and the positive outcome that followed. This showcases your problem-solving abilities in a real-world context.

Mention your proactive approach to professional development, such as attending industry conferences, participating in relevant webinars, or subscribing to technology journals. Discuss how you apply this knowledge to enhance BI strategies in your work.

Reflect on current industry challenges such as the integration of AI, evolving customer expectations, or data privacy issues. Follow up with your thoughts on how these challenges can be turned into opportunities for innovation and improvement.