Business Analyst

Getty Images • Chicago, IL

36d • $82,000 - $109,000

About The Position

The mission of the Data and Analytics team at Getty Images is to leverage data-driven insights and analytical expertise to better understand customers, grow revenue, and optimize operations
by enabling strategic decision making. As a Business Analyst within the Customer Care vertical, you will contribute towards improving customer experience and enhancing service operations.
You will also have the opportunity to influence the development and implementation of strategic initiatives focused on Customer Service. In addition to possessing strong analytical and communication skills, you are comfortable working independently to extract actionable insights from data as well as collaborating with stakeholders and leadership to prioritize business needs. If you are interested in the application of data to resolve issues and anticipate trends related to customer satisfaction and service efficiency, this role would be a great fit for you.

The Customer Service and User Experience teams rely on access to customer interaction, behavior, and feedback data to inform, drive, and evaluate their strategic goals. As a Business Analyst, your primary responsibility will be to deliver data-driven insights and implement data-driven solutions to improve customer experience and increase service efficiency.

Requirements

• Bachelor’s or Master’s degree Statistics, Business, or an equivalent quantitative field. If you are self-taught and believe you are a good fit for this role or have significant work experience, we would love to hear from you as well.
• Proven experience of having worked hands-on in a Data Analyst or Business Analyst role, preferably in a customer service environment.
• Proficiency in data analysis tools (SQL, Excel) and data visualization software (Looker, Power BI). Experience with CRM systems and customer service software (Salesforce, Calabrio) is also a plus.
• Strong analytical and problem-solving skills with knowledge of statistical analysis techniques and methodologies. A solid understanding of customer service KPIs, such as service levels, resolution times, and CSAT to identify trends is an advantage.
• Excellent written and oral communication skills with an ability to transform complex data into clear, compelling, and visually engaging insights tailored for different audiences, from frontline teams to senior leadership.
• Ability to work independently on a project from ideation to delivery and as part of a team to gather the necessary requirements or data.

Nice To Haves

• Familiarity with programming languages such as Python or R for optimizing workflows and automating repetitive processes is an asset.

Responsibilities

• Run deep strategic analysis by collecting, processing, and visualizing data from various sources to tackle business inquiries, identify trends or issues, provide actionable insights, and recommend data-driven solutions.
• Develop and maintain pipelines, dashboards, and reports to track individual and departmental key performance indicators and other service success metrics.
• Guide experimentation by informing test designs, crafting measurement plans, and evaluating impacts and opportunities to accelerate decision-making and enhance service quality.
• Collaborate with stakeholders and leadership to identify areas for improving service processes and assist with the development of service strategies.
• Prepare, document, and present data findings and recommendations in a clear and concise manner, ensuring stakeholders and leadership have the right information to act efficiently.
• Stay updated with industry trends and best practices in data analysis and customer service.

Benefits

• Getty Images is committed to the health and well-being of its employees and benefits for full-time permanent employees may include participation in the company incentive program, equity, and benefits package which is inclusive of medical, dental, vision, 401(k) match, paid company holidays and time off, and paid parental leave.
• You may be eligible to participate in our Employee Stock Purchase Plan, which allows employees to purchase company stock at a 15% discount to market.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees