Are you a seasoned analytics professional with broad knowledge of analytical concepts, tools, and technologies who can also tell the story to executive and non-technical audiences? This may be the right opportunity for you.

Job Summary

As a Analytics Manager in our Service Product Analytics Team, you will be responsible for deriving insights about our customers’ journey across Service Operation by developing and implementing innovative strategies and advanced analytics solutions to improve the customer and service agent experience. You will be involved in all phases of the analytics lifecycle, including documenting data lineage, analysis scoping, data development, hypothesis development, data analysis, generating insights, developing, and delivering presentations of findings. Your projects will range from simple trend analysis to cross-channel journey analysis to prescriptive analytics. The common theme of all the projects is data mining, business judgment and collaboration to improve the customer experience. You will derive insights about our customer’s journeys, develop and implement innovative strategies and advanced analytics solutions, then tell the story in an effective manner.

Job Responsibilities

• Partner with our product groups to build understanding of business drivers and underlying data
• Collaborate with business owners to formulate quantifiable goals; advise on strategies and experimentation to achieve business goals
• Structure and lead execution of KPIs, trend analysis, dashboards and analyses including segmentations, optimizations, and other techniques to improve business performance.
• Collaborate across functions and LOBs to drive Analytics and Insights
• Import, clean, transform and validate data from multiple sources in preparation for analytics
• Analyze customer interactions and events across a variety of channels (calls, branch, online, mobile) to better understand customer journeys and friction points
• Contribute to business cases, construct test designs, and identify populations for pilot programs; Analyze program performance and derive insights to help inform future customer strategies
• Leverage a variety of analytical applications (SQL, R, Python, Alteryx, Tableau, Adobe Analytics etc.) to describe, analyze, and interpret trends and patterns in complex data sets.
• Prepare and deliver presentations summarizing insights and conclusions that remove the noise from data and highlight useful information, allowing leadership to make evidence-based decisions.
• Partner closely and collaborate with data management teams, strategy teams, and other analytics resources across multiple functional teams
• Develop and manage a small team of both onshore and offshore associates

Required qualifications, capabilities, and skills

• 10+ years of experience using analytical concepts and statistical techniques: hypothesis development, designing tests/experiments, analyzing data, drawing conclusions, and developing actionable recommendations for business units
• BS degree in a quantitative or related field
• Skilled using SQL, Python, Alteryx, Tableau and Adobe Analytics
• Talented people manager with solid team-leadership skills
• Self-sufficiency in querying and extracting data from Enterprise databases
• Robust analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Structured thinker and effective storyteller that can present fact-based recommendations in a clear, logical, and concise way
• Knowledge of big data disciplines, AWS, Agile (scrum) methodologies, and new technologies
• Superior ability to communicate effectively with all levels of management and partners from a variety of technical and non-technical business functions

Preferred qualifications, capabilities, and skills

• Master’s degree and/or higher in relevant field preferred
• Experience with Machine Learning, AI and Cloud environments (AWS, Snowflake) preferred

Hybrid-60% in-office

Please note: Relocation assistance is not offered/supported for this role.