Principal Data Analytics

Job Description

CX Analytics (CXA) team is looking to hire a Business Data Analyst to deliver BI Reporting, identify analytic trends, quantify and estimate insights to action opportunities, meet with SMEs/stakeholders to identify, define and measure KPI metrics for business impact across all Omni channels including online (desktop & mobile), chat, POS, stores and call centers.

Reponsibilities include guiding data-driven decisions and recommending Next Best Actions, analyzing Customer journey touchpoints, driving personalization of behavioral insights, cross-channel analytics, segmentation, assessment of overall impact for use cases and help define, refine, and measure business outcomes to transform customer experience from BI reports, Tableau/Qlik dashboards etc.

This will also need to track campaigns, use cases, opt-in rates, conversion rates, channel engagement KPIs, empowering stakeholders to optimize channel experiences, championing efforts to optimize revenue, conversion, reduce churn, improve customer satisfaction and expense reduction for better CX/NPS value.

• Collaborate with channel stakeholders to identify analytic requirements and baseline metrics prior to executing new use cases
• Source data from various data repositories, validate data for consistency, and partner with IT teams to ensure data integrity and KPI calculations
• Stitch together data from multiple channels to formulate a complete customer journey 360 view.
• Create and deploy actionable dashboards for business owners to gauge performance and assist with omni channel optimization decisions
• Develop CX Journey visualizations to highlight insights on opportunities to reduce journey fallout, multi-channel hops, and post conversion contact rate, ultimately improving both CX, NPS and profitability.
• Stakeholder scorecards and dashboards with executive leadership to gain alignment and promote usage.
• Perform A/B Testing, measure success metrics of new releases over existing flows, run simulations for Omni insight personalization, holistically analyze end-to-end journey paths
• Correlate, interpret and summarize scorecard reports, Next Best Action metrics and quantify business outcomes for data-driven campaigns and business performance.
• Data visualization skills and good experience using Tableau/Qlik to develop or enhance reports
• Evaluate and report 3rd party vendor tool POCs, develop comparative scorecards and provide recommendations

What we re looking for

Youll need to have:

• Degree or Master s degree in business, marketing, information systems, analytics/business intelligence, engineering, mathematics, statistics, behavioral sciences, MBA or other relevant technical discipline.
• Eight or moreyears of professional work experience within analytics and dashboards

Even better if you have:

• Create SQL queries to pull data from relational and non-relational data sources including Oracle, SQL Server, Teradata, Hadoop/HIVE SQL and EDW.
• Two or more years experience with Adobe Analytics or related platform (ex. Google Analytics)
• Experience with R/Python, ML algorithms, Deep Learning techniques or other advanced analytics tools.
• Experience connecting sales/operational/channel data between multiple online and offline data sources.
• Analytical skills and problem solving skills with capability and experience connecting sales/operational/channel data between multiple online and offline data sources to develop queries, analyze data and generate insights.
• Prior experience in CX Analytics or NPS Scorecards, Automated Dashboard Reporting, KPIs, Analytic Excel Reports and customer journey cross-channel analytics is a plus
• Any prior exposure to AI/Machine Learning and some high-level understanding of ML models or data science model metrics to generate insights

Keyskills :
sourcesystemanalysis usecases sqlserver sqlqueries datascience dataanalysis deeplearning dataintegrity problemsolving adobeanalytics machinelearning googleanalytics analyticalskills expensereduction datavisualization advancedanalytics chan