Analytics & Insights Analyst – Customer Service

Job Title: Analytics & Insights Analyst – Customer Service Location: Newark, NJ Duration: 9 Months+ Job Description: • This role is responsible for supporting the efforts of Global Customer Service (CS) function and improving efficiency across CS Operations and CS’ digital properties (Help Center, Contact Us) through analytics, reporting, and insights. • You will be responsible for supporting a variety of initiatives, along with designing and leading analyses of website performance and applying creative approaches to measure the total business impact of site activity. In the process, you will forge strong relationships with key cross-functional partners while developing a deep knowledge of Customer Service and the client business. Key Responsibilities: • Data analysis - Obtain, manipulate, and analyze data to answer specific or open-ended questions, utilizing statistical approaches as needed, and distill actionable insights. Understand Customer Care’s business processes, identify root causes to business problems using data, and make recommendations. • 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. • Provide analytics team perspective in the setup of A/B tests and subsequent reporting of test results (pre- and post-optimization analyses). • Digital SME - Act as a subject matter expert on best-in-class digital analytics and optimization. • Discover customer insights by profiling across a variety of attributes and creating / optimizing actionable segments. Implement a digital analytics roadmap developing processes around analytics collection, quality, governance, and standardization across Customer Care’s digital properties. • Data Integration - Support onboarding and configuration of analytic tools and support connection of digital data to other reporting tools like Tableau and QuickSight. Basic Qualifications: • BA/BS in Engineering, Business Analytics, Information Systems, Statistics, or another quantitative field • 5+ years of related experience in analytical roles, including 1+ years in digital analytics • 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. • Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders Preferred Qualifications: • Experience working in an organization focused on customer experience, preferably Customer Service (Help Center, Contact Us) • Experience with the AWS technology stack (e.g., Redshift SQL, S3, Dynamo DB) • Experience implementing code to serve experiences within A/B testing and personalization tools such as Adobe Target, Optimizely, etc. • Experience with web front-end technologies such as HTML5, JavaScript, CSS3, and Git • Experience guiding and mentoring junior analysts