Customer Service Analytics & Insights Analyst

Customer Service Analytics & Insights Analyst

A leading podcast and audiobook company seeks a Customer Service Analytics & Insights Analyst. The successful candidate will be responsible for supporting the efforts of our Global Customer Service (CS) function and improving efficiency across CS Operations and digital properties (Help Center, Contact Us) through analytics and reporting.

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.
• Data Integration - Support onboarding and configuration of analytic tools and support connection of digital data to other reporting tools like Tableau and QuickSight.

Customer Service Analytics & Insights Analyst Qualifications:

• 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.