CS‑Analytics & Insights Analyst

Description: CS‑Analytics & Insights Analyst This role is responsible for supporting the efforts of the 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 business. ABOUT YOU • Curious: Highly inquisitive, with a natural desire to ask questions, test hypotheses, and achieve deep understanding. • Bright: Skilled at solving abstract problems with data, quick to grasp new concepts, and able to communicate technical information clearly to both technical and non‑technical audiences. • Bold: A self‑starter who takes initiative, embraces ownership, and drives progress with minimal direction, challenging the status quo with novel solutions. • Passionate: Excited by data, motivated to use it for product, process, and technology improvements, and committed to excellence while enjoying the work. KEY RESPONSIBILITIES • Data analysis: Obtain, manipulate, and analyze data to answer specific or open‑ended questions, distilling actionable insights. Identify root causes to business problems and make recommendations. • Data visualization: Gather data from multiple sources, conduct business analysis, and provide insights through presentations, reports, and dashboards. • Project support: Contribute to CS initiatives from ideation through measurement and reporting. Provide analytics perspective in A/B test setup and analysis. • Digital SME: Serve as a subject matter expert in digital analytics and optimization. Profile customer insights, create actionable segments, and implement a digital analytics roadmap for collection, quality, governance, and standardization. • Data integration: Support onboarding/configuration of analytic tools and connect digital data to reporting platforms like Tableau and QuickSight. BASIC QUALIFICATIONS • BA/BS in Engineering, Business Analytics, Information Systems, Statistics, or related field • 5+ years of experience in analytical roles, including 1+ years in digital analytics • Strong problem‑solving skills, self‑motivated, able to manage multiple priorities • Solid understanding of data concepts (databases, schemas, warehousing, ETL, data quality) • Experience with SQL, Python, Excel for complex data analysis • Experience creating dashboards with tools such as Tableau or AWS QuickSight • Deep knowledge of Adobe Analytics • Experience with A/B testing tools (Adobe Target preferred) • Ability to apply statistical concepts (distributions, hypothesis testing, confidence intervals) to real‑world applications • Proven ability to translate complex findings into concise, actionable insights for senior stakeholders • Strong interpersonal skills with the ability to build trust and partnerships PREFERRED QUALIFICATIONS • Experience in organizations focused on customer experience, preferably Customer Service (Help Center, Contact Us) • Experience with AWS technology stack (Redshift SQL, S3, DynamoDB) • Experience implementing code for A/B testing and personalization tools (Adobe Target, Optimizely, etc.) • Familiarity with web front‑end technologies (HTML5, JavaScript, CSS3, Git) • Experience guiding and mentoring junior analysts