Customer Service Analytics & Insights Analyst
hace 1 día
Newark
Job Description Customer Service Analytics & Insights Analyst 1449107 • Hourly pay: $65-$75/hr, • Worksite: Leading podcast and audiobook company (Newark, NJ 07102 - Onsite), • W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL Customer Service Analytics & Insights Analyst Responsibilities: • Data analysis – Obtain, manipulate, and analyze data to answer specific or open-ended questions, utilizing statistical approaches as needed, and distill actionable insights., • Data visualization – Understand requirements, gather data from various data sources, conduct business analysis, and provide quantitative insights through presentations, reports, and dashboards, • Project support – Support CS initiatives through the lifecycle of ideation, opportunity sizing, strategy and measurement definition, and reporting/impact assessment., • Digital SME – Act as a subject matter expert on best-in-class digital analytics and optimization., • 5+ years of related experience in analytical roles, including 1+ years in digital analytics., • BA/BS in Engineering, Business Analytics, Information Systems, Statistics, or other quantitative field., • Excellent problem-solving skills, self-motivated, and able to manage multiple competing priorities., • Solid 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 Analytics., • Experience with A/B testing tools (Adobe Target preferred)., • Experience applying statistical concepts (distributions, hypothesis testing, confidence intervals) to real-world applications., • Proven 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., • Experience working in an organization focused on customer experience, preferably Customer Service (Help Center, Contact Us), is preferred., • Experience with the AWS technology stack (e.g., Redshift SQL, S3, DynamoDB), is preferred., • Experience implementing code to serve experiences within A/B testing and personalization tools such as Adobe Target, Optimizely, etc., is preferred., • Experience with web front-end technologies such as HTML5, JavaScript, CSS3, and Git, is preferred., • Experience guiding and mentoring junior analysts, is preferred. #PP