Analyst (Web Analytics & Reporting) III

Analyst (Web Analytics & Reporting) III

(Hybrid- San Francisco, CA)

Description

We're looking for a passionate and driven Business Intelligence Analyst to join our Digital Experience Analytics team. This role will focus on deep-dive analysis and measurement of the effectiveness of our customer support content, which is consumed by our customers on the website and leveraged by our AI-driven chat-bot. The ideal candidate will partner with internal business stakeholders to refine key success measures and find insights to drive program efficiency. They will play a significant role in shaping a customer-focused and data-driven culture.

Responsibilities

• Perform deep dive analyses to understand trends, anomalies, and insights that will highlight customer pain points and help drive operational improvements.
• Analyze and measure the effectiveness of customer support content on the website and AI-driven chat-bot.
• Translate business objectives into functional data requirements and balance them with technical feasibility.
• Craft data stories through presentations, written summaries, and data visualizations that accurately outline problem statements and provide actionable and unbiased intelligence and recommendations.
• Communicate findings from initiatives with clarity and accountability to the broader organization/stakeholders.
• Proactively manage and set stakeholder expectations on project roadmaps, resourcing, timelines, and deliverables.
• Clearly document provenance of data, ETL logic, and code used to develop models.
• Proactively identify areas in which analytics efforts can answer business questions, drive operational improvements, and business value.
• Spearhead the development of insight-driven tools & dashboards and provide ongoing support regarding functionality and data-integrity.

Qualifications

• Bachelor's degree in a quantitative field (e.g. Economics, Statistics, Mathematics, Analytics or related).
• 3+ years in a business analytics role.
• Advanced knowledge of SQL or other programming languages.
• Experience with PowerBI and Snowflake.
• Advanced experience with Microsoft Excel (pivot tables, advanced modeling, creating visualizations).
• Experience with web analytics tools such as Adobe Analytics
• Experience with setting up automated reporting pipeline and ETL process.
• Experience working cross-functionally with UX/UI designers, researchers, or product managers and consolidating qualitative and quantitative insights.
• Passionate and data-curious with ability to identify pain points and tell cohesive data stories to identify pain points and recommend improvements.
• Eagerness to take on new challenges, learn new skills, and think creatively.
• Strong problem-solving skills and sharp business judgment.
• Detail-oriented, ensuring data accuracy and consistency
• Exceptional communication skills, attentive listener, and highly collaborative.

Pay Rate: $100/hr (Depending on the skills and experience) under a W2 contract.