Senior Data Analyst - Customer + Partner Experienc...

• Analyze data from customers and partners to connect events within micro journeys and across the life cycle to identify pain-points, Moments that Matter, and opportunities to improve the experience
• Create qualitative journey maps and quantitative journey analytics dashboards and reports for strategic customer and partner journeys with a focus on actionable outputs
• Adjust reporting and analytics to the needs of the business and present findings and insights to all levels of the organization - including senior leaders and members of our C-suite
• Support dashboard development within Tableau, quarterly customer and partner experience (CPX) analyses, and other CPX listening efforts to tell the story behind customer and partner data
• Develop measurement strategies, key performance indicators (KPIs), and scalable analytics in collaboration with CPX program owners, consultants, and the business to measure journey performance and trends
• Support the establishment of predictive and prescriptive analytics that produce high value business outcomes, e.g., data mining, predictive modeling, and machine learning efforts
• Understand and keep up with industry trends around journey management and experience metrics

• 5+ years of data analytics with a focus on customer experience and customer or partner journeys
• Proven record of using journey mapping and analytics to guide improvement efforts across global teams
• Understanding of statistical principles and experience using statistics to analyze datasets, preferably probability, correlation, cluster, factor, and regression analysis
• Experience with analytical techniques to identify, examine, and interpret trends or patterns in large, complex data sets
• SQL experience
• Development experience within data visualization tools like Tableau
• Proven record of increasing business results tied to quantitative and qualitative measurement
• Experience working with analytics partners like data engineers, data analysts, and data scientists
• Knowledge of net promoter score (NPS), customer effort score (CES), and other customer experience (CX) metrics or feedback collection methodologies
• Demonstrated ability in solving complex problems, deriving insights from data, and communicating with diverse teams
• Ability to succeed in a geographically diverse team, as well as interact with partners and stakeholders at all levels across the business to support large-scale programs and initiatives
• Ability to manage multiple projects simultaneously and adapt quickly to changing priorities
• Ability to think strategically and deliver tactically
• Excellent communication and interpersonal skills, capable of motivating and influencing teams and individuals
• Open to differing opinions, collaboration, and a meritocratic environment
• Attention to detail, especially for presentations and other deliverables with large audiences
• Excels at working through ambiguity to create structure and deliver results

#LI-REMOTE #LI-MJ1

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!