Position Purpose:

This position will serve as one of multiple analytics experts on the Customer Experience team which is responsible for advocating for the customer within the organization. We do that by leveraging data to understand our customers and their experiences obsessing over great customer experiences, identifying where we have opportunities to get better, and justifying investment in these areas. We also measure the impact of our efforts and track our customers sentiment towards their interactions with our experiences and our competitors.

The position will be responsible for:

Being the data expert on a balanced team that is engaged in a key CX initiative for the company

Combine business & customer understanding with analytical expertise to make sound recommendations in their domain

Continuous discovery and data exploration

Understanding the data domain for their assigned initiative better than any other resource in the company knowing what data is there, how to join it, and how to use it to tell stories, make decisions, and answer questions

Tracking benefits of actions by the CX team using multiple stitched data sources

Creating and maintaining advanced SQL queries that power dashboards

Creating front end dashboards in tools like Tableau

Helping design the new CX data platform

Creating base queries and documentation to assist business teams in connecting to this new data source

Ad hoc analytics requests

The right candidate for this role will be curious, become an expert on customer data, be a quick learner who can understand the business and dig deeply into specific experiences, and have strong logic and attention to detail. They will also have significant past experience working with data and using advanced analytics techniques.

Key Responsibilities:

Establish reporting standards and best practices.

Architect and implement a reporting framework.

Oversee data mining efforts.

Develop programs, methodologies, and files for analyzing and presenting data.

Collaborate with stakeholders, developers, UX designers and end-users to determine requirements.

Data analysis, development of SQL scripts, stored procedures & triggers, and report generation.

Develop programs, methodologies, and files for analyzing and presenting data

Data Cleansing/validation

Prepare data load scripts for mass data load from various data sources

Use of varied database applications/analytical tools

Enhancements/modifications to systems and procedures

Use of varied database applications/analytical tools

Enhancements/modifications to systems and procedures

Direct Manager/Direct Reports:

Position Reports to Sr. Manager

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

Must be eighteen years of age or older.

This position is opened only to United States of America residents.

Preferred Qualifications:

1-2 years of data analysis experience

1-2 years experience in data management, process analysis and improvement

Ability to handle and prioritize multiple tasks

Outstanding written and verbal communication skills

Effective interpersonal and problem solving skills

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Competencies:

Superior interpersonal skills and ability to collaborate actively and work in a team environment.

Commitment to organized, high-quality deliverables.

Ability to mentor colleagues on standards, best practices, and new technology concepts.

Understanding of usability best practices and user design.

Creative approach to problem solving, innovation, and issue resolution.

Excellent verbal and written communication skills.

Self-motivated and self-managed with a high degree of analytical ability and intellectual curiosity.