CS-Analytics & Insights Analyst

This role is responsible for supporting the efforts of our Client’s Global Customer Service (CS) function and improving efficiency across CS Operations and CS’ digital properties (Help Center, Contact Us) through analytics, reporting, and insights. You will be responsible for supporting a variety of initiatives, along with designing and leading analyses of website performance and applying creative approaches to measure the total business impact of site activity. In the process, you will forge strong relationships with key cross-functional partners while developing a deep knowledge of Customer Service and the business.

ABOUT YOU
 

• You are Curious. You are highly inquisitive, possessing a natural desire to ask questions and test hypotheses, and you don’t feel satisfied until you achieve a fundamental level of understanding. You embrace a “lifelong learner” mentality.
• You are Bright. You excel at solving abstract problems with data. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization. You readily communicate highly technical information to both technical and non-technical audiences.
• You are Bold. You are a self-starter, taking initiative, embracing ownership, and driving progress with minimal direction. You are not afraid to challenge the status quo, finding novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
• You are Passionate. You are excited by everything data, and you play with data just for fun. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. You love using data to drive product, process, and technology improvements.

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