Analytics and Insights Analyst

KEY RESPONSIBILITIESData 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 dashboardsProject 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 QUALIFICATIONSBA/BS in Engineering, Business Analytics, Information Systems, Statistics, or other quantitative field5+ years of related experience in analytical roles, including 1+ years in digital analyticsExcellent problem-solving skills, self-motivated, and able to manage multiple competing prioritiesSolid 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 AnalyticsExperience with A/B testing tools (Adobe Target preferred)Experience applying statistical concepts (distributions, hypothesis testing, confidence intervals) to real-world applicationsProven 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 stakeholdersPREFERRED QUALIFICATIONSExperience 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 GitExperience guiding and mentoring junior analysts