Job Description

KEY RESPONSIBILITIES

• Data analysis – Obtain, manipulate, and analyze data to answer specific or open-ended questions, utilizing statistical approaches as needed, and distill actionable insights. Understand Customer Care’s business processes, identify root causes to business problems using data, and make recommendations.
• Data visualization – Understand requirements, gather data from various data sources, conduct business analysis, and provide quantitative insights through presentations, reports, and dashboards
• Project support – Support CS initiatives through the lifecycle of ideation, opportunity sizing, strategy and measurement definition, and reporting / impact assessment. Provide analytics team perspective in the setup of A/B tests and subsequent reporting of test results (pre and post-optimization analyses).
• Digital SME – Act as a subject matter expert on best-in-class digital analytics and optimization. Discover customer insights by profiling across a variety of attributes and creating / optimizing actionable segments. Implement a digital analytics roadmap developing processes around analytics collection, quality, governance, and standardization across Customer Care’s digital properties.
• Data Integration – Support onboarding and configuration of analytic tools and support connection of digital data to other reporting tools like Tableau and QuickSight.

BASIC QUALIFICATIONS

• BA/BS in Engineering, Business Analytics, Information Systems, Statistics, or other quantitative field
• 5+ years of related experience in analytical roles, including 1+ years in digital analytics
• Excellent problem-solving skills, self-motivated, and able to manage multiple competing priorities
• Solid understanding of data concepts (databases, schemas, warehousing, ETL, data quality, etc.)
• Experience with complex data gathering and analysis (e.g. SQL, Python, Excel)
• Experience creating dashboards for data storytelling with a data viz tool (e.g. Tableau, AWS QuickSight)
• Deep knowledge and comfort with Adobe Analytics
• Experience with A/B testing tools (Adobe Target preferred)
• Experience applying statistical concepts (distributions, hypothesis testing, confidence intervals) to real-world applications
• Proven ability to translate complex findings from qualitative and quantitative data into recommendations. Ability to summarize in-depth analyses into concise and actionable insights for senior managers and directors.
• Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders

PREFERRED QUALIFICATIONS

• Experience working in an organization focused on customer experience, preferably Customer Service (Help Center, Contact Us)
• Experience with the AWS technology stack (e.g. Redshift SQL, S3, DyanamoDB)
• Experience implementing code to serve experiences within A/B testing and personalization tools such as Adobe Target, Optimizely, etc.
• Experience with web front-end technologies such as HTML5, JavaScript, CSS3, and Git
• Experience guiding and mentoring junior analysts

Job Tags

Similar Jobs