Analyst II, Customer Digital Engagement

Waste Management, Inc. (WM)•Windsor, CT

7h•$68,420 - $98,400•Onsite

About The Position

Under general supervision, provides intermediate level data analysis, reporting, and recommendations within assigned areas of expertise to support and enhance workflow, customer experience and communications. This role owns business analysis workstreams related to operational customer communications, customer contact data integrity, and customer portal enhancement efforts, serving as a bridge between business stakeholders, operations, and technology partners.

Requirements

Bachelor's Degree (accredited) in Business Administration, Analytics, Marketing, Information Systems, or similar area of study, or in lieu of degree High School Diploma or GED (accredited) and 4 years of relevant work experience.
3 years of relevant work experience (in addition to education requirement), ideally in business analysis, reporting, digital operations, customer communications or related disciplines.

Responsibilities

Subject Matter expert for assigned functions, which include operational customer messaging workstreams in Salesforce Marketing Cloud.
Prepares reports on data summaries, changes, trends and performance for use by management. Provides assessment and recommendations to management.
Leads intermediate-level analysis of customer contact data quality, identifies root causes, and recommends scalable improvements.
Reviews and refines business requirements, user stories, defect details, and enhancement requests for Customer Portal initiatives.
Resolves issues arising from internal department functions, or as brought forth by internal or external customers to assigned department.
Tracks issues to resolution with business and technology partners, and clarifies business impact and priority.
Monitors overall work flow to ensure timely completion of projects and daily work requirements.
Assists with special projects within assigned department or as part of cross-functional teams as required or assigned.
Monitors department processes and work flow to ensure overall accuracy and quality of data and work output.
Determines areas of risk as new or changed processes are implemented.
Recommends changes, updates and processes for continuous improvement in areas of expertise.
Evaluates current training methods and materials for assigned group, and recommend improvements. Reviews and creates training as needed.
Provides training and support to lesser experienced members of assigned department as well as internal and external customers as needed.
Other duties as assigned.