Discover how Analytics fuels Bloomberg’s core mission
April 15, 2019
Widely considered to be a modern icon of financial markets, the Bloomberg Terminal connects decision makers around the world to a dynamic data network, and members of Bloomberg’s Analytics team are key to maximizing the Terminal’s value by offering precise, unparalleled customer service.
In Analytics, every question counts, and every interaction our Analytics representatives have with a client is an opportunity to showcase our commitment to the customer experience. They’re not only answering questions quickly and efficiently, but also better educating our customers on all the ways our products can enhance their daily workflow.
Analytics representatives start at Bloomberg in an extensive training program built around the opportunity to learn the Terminal inside and out. They engage with clients on a daily basis in order to ensure that they are using the Terminal to the best of their ability and have the support they need to make big business decisions.
By gaining foundational knowledge of the company’s products and mission, Analytics employees are in a unique position to understand clients’ needs and how to better meet them, ultimately deepening skill sets and growing within their roles at Bloomberg.
An essential department
Bloomberg’s Analytics representatives are an essential part of the company’s commitment to Terminal users, answering a wide variety of questions every day from nine offices around the globe. These inquiries cover a wide range of topics, from the analytical (“How do I perform a yield analysis on this bond?”) to the data-focused (“Do you have data on Chinese domestic consumption of steel?”) – and pretty much everything in between.
Answering a question involves communicating with the client to understand their specific needs, researching the answer, and then walking the customer through any necessary steps. Analytics representatives work with three clients at a time — on the phone with one, while chatting via instant message with two others – encouraging quick thinking, time management, and a solid understanding of the Terminal itself.
“Analytics offers an incredible amount of training to improve technical and professional skills at any stage of your career,” explains Lisa Katharina Tucek, an Analytics Team Leader in Bloomberg’s San Francisco office. In her experience, direct exposure to clients is an essential learning opportunity for all members of the team. “This is to help representatives better understand markets and the fast-paced nature of their clients’ business. No one day is like the other in Analytics – there is always a new challenge or problem to solve, which makes it a demanding but highly rewarding experience. It’s a fantastic place to grow your career, define your role, and develop skills and networks in your areas of interest.”
Leaders in the department are committed to refining the process and making sure both clients and members of the Analytics are communicating effectively. “We are very fortunate to shadow our Analytics reps when they sit down with clients, so we can better understand how they work,” says Abhishek Rathi, Engineering Manager in Communications Systems, who oversees many of the tools used by the Analytics team. “This allowed us to gain insights into how their questions get answered.”
Immersion through action
But no matter how streamlined the process becomes, clients will always be able to reach a human. “Bloomberg’s value proposition is that a human is just one step away, and you won’t have to work hard or wait long to get a human,” notes Connor Thacker, Head of Product and Operations, User Support, who ensures Bloomberg users and Bloomberg employees are taking advantage of best-in-class customer service technology . The department’s technological developments and innovations are conceived with this process in mind.
Bloomberg’s global reach makes this personal connection especially important. At offices around the world, language skills are in high demand, and bilingual Analytics employees are well positioned to offer comprehensive assistance to clients wherever they are.
“Terminal users are located all over the world and speak a variety of languages, meaning our team has to offer comprehensive support,” says Yii Lin Koh, Head of Analytics in APAC. “By providing a global perspective, and the language skills that accompany it, Analytics reps are in a position to cater to the needs of any Bloomberg client, whether speaking a far eastern language in the western world or vice versa.”
Tucek echoes this sentiment, and sees the value in geographic diversity beyond basic language skills. “We highly regard diverse backgrounds and language skills which help us provide a more tailored experience to our clients,” she adds. “Being able to provide support in different languages isn’t just about the ease of communication. It also means we’re able to keep up with news that might affect the client, while understanding their challenges and way of working from a cultural perspective.”
Investing in people
What makes Analytics so unique is the variety of roles and career progression options the department offers its representatives — whether it’s expanding a role within the Analytics team, or a progression to other departments like Sales. In 2023, hundreds of Analytics employees were given new opportunities by management: ranging from moves to new specialties to Team Leader promotions.
In Analytics, investing in our people is a priority. We deliver trainings on Bloomberg products and how to provide exceptional customer service, so representatives are prepared for a future in our Sales department. Ultimately, Bloomberg’s goal is to cultivate our talent so they can build a career here.
Interested in learning more? Explore open Analytics positions