As a Senior Business Data Analyst, you will be in a high visibility role with interactions across various levels of CX Management including at times, members of senior leadership. Analytical ingenuity and leadership, coupled with demonstrated cross-functional partnership, are critical skills for this role. Your primary focus will be on analysis of data using proper statistical analysis and implementing visual best practices to communicate your findings to help drive down customer churn, improve customer experience and support company growth.
Responsibilities:
- Develop a strong understanding of business requirements, translate business results into meaningful metrics and recommendations aimed at improving performance
- Leverage business acumen to understand large amounts of data to extract information, analyze it and turn into actionable business insights through BI and communicate key insights to users and key stakeholders
- Create and maintain dynamic dashboards and reports using advanced visualization tools, ensuring they meet the evolving needs of the business.
- Identify opportunities to enhance CX strategies through the collection and consolidation of data-driven analytics focused on reducing customer churn and improving customer experience
- Act as a liaison between the data/BI/IT team and CX stakeholders. Facilitate these cross-functional projects to ensure data-driven approaches are fully integrated into the stakeholders strategy.
- Work closely with management to identify, prioritize and execute plans to improve the efficiency of metrics and reporting
- Translate needs of customers into reporting solutions, with minimal guidance from manager
- Execute on high profile analysis and deliver data stories across business groups
- Develop and maintain Operational Dashboards and standard monthly and on demand reporting packages, sourced from internal CRM Tools
- Presents accurate and meaningful performance metrics to senior leadership and provides strategic recommendations
Requirements:
- Strong ability to extract, prepare, manipulate and analyze large amounts of data to draw appropriate conclusions
- Experience querying MS-SQL databases, experience with Snowflake is an asset
- Strong attention to Detail/Process with strategic thinking and planning skills
- You are motivated by goals, a self-starter, who likes to wear multiple hats. We are seeking a proven and driven team player who is looking to join a fast-paced, high growth, energetic and forward-thinking team.
- 5+ years of experience in Data Analytics, with a proven track record in data management, analysis, and reporting.
- Advanced proficiency in BI tools (e.g., Tableau, Domo)
- Exceptional interpersonal and communication skills, with a proven track record of effectively presenting complex data to senior management and non-technical stakeholders.
- 1+ year experience in SaaS
Bonus points for:
- Interest in growing your technical skills
- Previous Salesforce, Tableau, Jira
- SQL Server skills, including design & maintenance of SQL Server databases used to drive business projects / applications
- Relevant certifications in data analytics, business intelligence, or related fields are a plus.
- Ability to drive change and influence decision-making at all levels within the organization through data-driven insights.
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