Lead CX Data Analyst
Job Posting for Lead CX Data Analyst at ComResource
ComResource is looking for a Senior Data Scientist.
This resource will be the lead analyst for the customer and agent experience team, which is a shared service supporting all business units and encompasses both digital and human interactions. They will use analytical savvy and intrinsic posture of ownership to uncover and understand customer and agent behavior so that the resource can provide actionable insights to stakeholders across all business units. This candidate will use web and conversational behavioral analytics tools to understand and predict behavior and serve as the expert for the company. They will be providing answers to complex analytical questions using a wide array of tools and techniques and building solutions and processes that turn disparate and sometimes messy data into interpretable, valuable, and meaningful insights. They will be turning data into fact-based conclusions and delivering the result to stakeholders in a way that is best suited to their needs to help drive data-driven decision-making.
Responsibilities:
This resource will be the lead analyst for the customer and agent experience team, which is a shared service supporting all business units and encompasses both digital and human interactions. They will use analytical savvy and intrinsic posture of ownership to uncover and understand customer and agent behavior so that the resource can provide actionable insights to stakeholders across all business units. This candidate will use web and conversational behavioral analytics tools to understand and predict behavior and serve as the expert for the company. They will be providing answers to complex analytical questions using a wide array of tools and techniques and building solutions and processes that turn disparate and sometimes messy data into interpretable, valuable, and meaningful insights. They will be turning data into fact-based conclusions and delivering the result to stakeholders in a way that is best suited to their needs to help drive data-driven decision-making.
Responsibilities:
- Lead collaboration with cross-functional partners to understand their business needs. Formulate and complete end-to-end analysis that includes data gathering, analysis, and ongoing scaled deliverables. Deliver effective presentations of findings and recommendations to multiple levels of leadership, creative visual displays of quantitative information
- Lead gathering and synthesizing data and other relevant information to develop fact-based conclusions and make business recommendations to improve customer and agent experience delivery. Employ a logical, systematic approach to problem solving and research using analytical techniques to achieve business objectives and drive change
- Lead strategy and execution of digital/web analytics and serve as the digital/web analytics expert
- Partner with Data Engineering and Data Warehouse team on requirements and enhancements to existing data pipelines, data sets, and data platforms. Partner with the Business Intelligence and Marketing teams to ensure synergies and a cohesive measurement system across operational/financial analytics, marketing analytics, digital experience analytics and customer and agent experience analytics
- Interacts with business stakeholders and cross-functional business partners. Owns specific relationships with business stakeholders and cross-functional business partners. Examples include discussing and identifying business problems, collaboration on possible solutions, data needs, upcoming project requirements, and results
- Evaluate best method(s) to define, measure, investigate and track customer and agent experience performance and success measures. Iteratively prototype, build, and automate reports and share with stakeholders via established routine. Establish and automate post deployment reporting and analysis based on the success metrics, provide business and product teams with insights for post deployment performance
- Identify improvement opportunities, form hypothesis proposals, design and implement tests to drive strategy enhancement and optimization. Customer/agent data and analytics efforts align with and support team/business objectives and strategy
- Define, monitor and implement a customer & agent experience analytics strategy and associated data analysis. Ensure alignment of success measures with product and service delivery strategy
- Develop and maintain processes for extracting, cleaning, and organizing data for analysis including implementing a moderate amount of code (Python, R, SQL, some limited JavaScript) to enable completion of repetitive and complicated tasks and handle large amounts of data. Examples include data pulls from multiple sources, complex data cleaning, SQL data pulls, Google Tag Manager, predictive models (machine learning), expanded use of APIs (Google APIs, Snowflake), and process automation
- Support enterprise data governance/stewardship activities
- Determine and conduct appropriate exploratory data analysis techniques on candidate data sets. Use appropriate sampling techniques and thoroughly document assumptions, methodology, validation and testing
- Apply traditional and innovative analytical and modeling approaches to draw conclusions and make recommendations on business tactics and strategies
- Explore data using a variety of advanced statistical techniques to answer business questions or shape future model development. Understand and leverage segmentation such as Lifetime Value, Behavioral analysis and Model behavior
- Continuously learn the application of role-specific tools and techniques to solving analytical problems. Identify, leverage and develop expertise in emerging technologies and open-source tools. Harness new mathematical techniques
- Guide, train, and mentor other analysts in data, applications, methods, and presentation
- BA/BS degree in Business, Finance, Economics, Technology or other relevant discipline; Master’s Degree a plus
- 5 years of experience in analytics related to product development, digital, mobile, user experience, customer and agent experience, or ecommerce
- Experience with SAS, R, Python or a comparable data analysis tool
- Experience with programming, working with databases, working with operational data
- 3 - 5 years of experience working with a variety of digital technology, reflected in a thorough understanding of the digital space
- Proven skills in data management and data extraction working with large data sets preferred
- Must have an aptitude for critical thinking and problem resolution
- Enthusiastic and creative leader with the ability to inspire others
- High level of competency collaborating, inspiring and leading others across all levels of the organization
- Strong empathy for customers and passion for revenue and growth
- Strategic and innovative thinker
- Process-oriented mindset
- Pro-active and results orientated
- Candidate must have strong attention to detail
- Ability to “hit the ground running”
- Expertise with analytics tools (i.e., Google Analytics, Sitecore Experience Analytics, Power BI / Tableau / MicroStrategy or similar, Python and/or R, Excel)
- Experience of analyzing complex data and large data volumes
- Comprehensive understanding of customer insights, technical capabilities, and experience design principles to translate business, channel and marketing objectives into integrated digital strategies
- Excellent organizational, verbal, presentation/facilitation and written communication skills
- Advanced knowledge of statistics and models
- Experience with Tether, Mouseflow, and Google Analytics a plus
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