We are seeking a technically strong, analytical, and detail-oriented Analyst to join our Enterprise Customer Care Reporting & Analytics team. This role is ideal for someone who excels at bridging the gap between business needs and data-driven solutions and enjoys turning complex data into clear, actionable insights.
In this role, you will work closely with Enterprise Customer Care leaders and cross-functional business partners to understand reporting and analytical needs, define and document key metrics, analyze performance, and ensure stakeholders have access to accurate and meaningful information to support decision-making.
You will work within our modern data environment, including Snowflake, Sigma, Power BI, SQL Server Management Studio (SSMS), SQL, and Excel, to understand how data flows through the organization and how it is ultimately used in reporting and analytics.
The focus is on reporting, analysis, requirements definition, data quality, documentation, and translating business needs into actionable data solutions, while maintaining a strong technical understanding of the underlying data.
What You'll Do
- Analyze performance trends, patterns, and key drivers to identify meaningful business insights, emerging issues, and opportunities to improve the customer experience and operational performance.
- Translate analytical findings into clear, actionable insights and recommendations, helping business leaders understand what is driving performance and where focused action may have the greatest impact.
- Partner with Enterprise Customer Care leaders and cross-functional stakeholders to gather, clarify, and document reporting, analytics, and data requirements.
- Develop a strong understanding of Customer Care operations and the metrics and KPIs used to measure customer experience, service levels, productivity, quality, and overall operational performance.
- Support recurring daily, weekly, monthly, seasonal, and ad-hoc reporting and analytics needs across Enterprise Customer Care.
- Define and document business metrics, data definitions, and reporting logic to promote consistency across reporting and analytics.
- Translate business requirements into clear, structured documentation, including data requirements, business rules, transformation logic, mapping specifications, and reporting requirements.
- Validate delivered data solutions and reporting products to ensure they meet documented business requirements and produce expected results.
- Identify data gaps, inconsistencies, anomalies, and data quality issues and work with appropriate partners to determine root causes and solutions.
- Develop and maintain reporting, dashboards, and data visualizations that enable stakeholders to quickly understand business performance and make informed decisions.
- Support the continued evolution of reporting from manual and legacy processes toward scalable, automated, and self-service analytics solutions.
- Continually evaluate existing reporting and analytical processes to identify opportunities to improve accuracy, efficiency, scalability, and business value.