Sr Business Analyst

This position has the ability to be remote across the United States.

Overview

Responsible for analysis of customer service order management and customer interaction effectiveness, efficiency, and excellence. The Senior Business Analyst reports to the VP of Customer Service and serves as a key thought partner for the Vice President and Managers, as well as customer experience leaders throughout the company.

Responsibility

• Define business metrics, gather report requirements, and develop or create a wide array of both ad-hoc and recurring business reports and dashboards. Identify trends and make data-driven recommendations to decision makers to drive improvement.
• Develops and adheres to a cadence of timely reporting and delivery of business analysis to stakeholders to provide recommendations for process efficiencies.
• Partner with technology teams to define requirements, design, and implement analytics platforms that support customer service needs. Work with Data engineers to ensure accurate data pipelines, and data warehouse integrity.
• Subject matter expert in Customer Service processes to be able to lead projects and be the representative for Customer Service. Provide data with suggestions and summarized conclusions of findings
• Manage and administer ongoing data quality initiative by serving as subject matter expert for customer data. Interface with all relevant departments who use this data, including Customer Service, Sales, Marketing, Quality Assurance, Finance, and Operations.
• Investigate and troubleshoot customer complaints and bring about resolution, both short-term and long-term. Identify trends and areas for improvement.
• Assists the Customer Service managers with measuring predictors of staff success and productivity and identifying root causes for changes in predictors and outcomes.
• Provides training throughout the year for the Customer Service team on intermediate and advanced excel concepts, dashboards and reporting platforms, and miscellaneous data story concepts.
• Drives a culture of continuous improvement that engages the Customer Service management team and participates in the Quality Assurance plan.
• Effectively communicate complex data insights to non-technical stakeholders, using clear and concise language.
• Other duties as assigned.

Qualifications

• Bachelor's degree in business, informatics or a quantitative field is required. Master's degree preferred.
• 5+ years of related experience in operations support roles with ownership in data analysis and reporting.
• Fundamental understanding of process/operations principles, the theory of bottlenecks and use of data models to measure and predict outcomes of processes.
• Advanced knowledge of Microsoft Excel.
• Experience with business intelligence and analytics tools, e.g. SQL, Looker, Snowflake, Qlik, Tableau, or Power BI.
• Effective communication skills to collaborate with Customer Service team members and present data and insights to improve productivity and customer experience.

Physical Requirements Lifting Requirements -sedentary work or exerting up to 10 pounds of force occasionally. Physical Requirements -stationary positioning, moving, operating, ascending/descending, communicating, observing, pushing or pulling, and reaching. Use of equipment and tools necessary to perform essential job functions. EEO

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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