Analyst/Senior Analyst, Customer Experience Analytics

About The Job

This job is a member of the Customer Planning Team within the Customer Experience Division. Responsible for providing data and analytics support to the Customer Experience division.

Specifically, you ll do the following:

  • Support strategic direction for Customer Experience through measurement and analysis of key performance metrics
  • Perform complex quantitative analysis on a wide range of Customer Experience subject areas to identify insights and support policy decision making
  • Produce standard reports and support high-value analysis aimed at better understanding our customers and policies to improve the overall customer service experience and bottom line revenue
  • Participate in the development of an overall analytics plan for the company and lead highly visible projects across multiple departments to support the plan
  • Act as an owner of at least one Customer Experience data subject area, serving as the main contact point for data requests, metadata, and statistical analyses
  • Serve as the liaison between Mosaic and Customer Experience developing new data sources and overseeing enhancements to existing databases
  • Work with business partners to help define KPIs and data sources for newly developed policies and products


Required Qualifications

  • Bachelors degree or equivalent experience/training
  • 2 years of experience with data extraction, manipulation and analysis from relational databases
  • Experience with data extraction tools and methods (SQL, SAS, Access, etc.)
  • Experience using internal data warehouse's (e. g. Mosaic) for data extraction, analysis, and reporting
  • Strong project management skills, including experience managing projects across departments
  • Proficient with Microsoft Office applications to include MS Excel, Access and PowerPoint
  • Advanced aptitude in problem-solving, including the ability to logically structure an appropriate analytical framework
  • Excellent leadership and teamwork skills with proven ability to work effectively in a variety of situations

Preferred Qualifications

  • Masters degree
  • Advanced knowledge of Microsoft Excel and Tableau
  • Experience developing solutions on a Big Data platform utilizing tools such as Hue, Impala, Kylo, and ZoomData
  • Experience in one or more of the following programming languages SAS, Python, R, along with associated developments (e. g. R-Studio, JupyterHub, etc.)
  • INFORMS Certified Analytics Professional

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