Contact Center Data Analyst

U-Haul•Phoenix, AZ

4d•Onsite

About The Position

As a Data Analyst, team members will be responsible for evaluating and improving U-Haul’s products and services. You will be interacting with multi-disciplinary teams of Data Scientists, Engineers and Business Experts and will bring big data analytics and scientific rigor to the team. This process involves understanding complex business functions, creating new solutions, analyzing structured and unstructured data, forming descriptive analysis and dashboards, and developing models for inference and prediction. You are expected to embrace new technologies and deliver smart solutions and services, collaborate with teams, share their knowledge, and collectively grow capability, skills, and knowledge in the team.

Requirements

Master’s degree from an accredited college/university in Business Analytics, Computer Science, Statistics, Mathematics, Engineering, or related fields, with 3 years of relevant experience
Proven experience in SQL and Python
Proven experience in Power BI and Databricks
Proven experience processing and analyzing structured and unstructured data
Exposure to and familiarity with common statistical and machine learning techniques.
Substantial depth in one or more of the above techniques with past industry projects and/or academic research.
The ability to communicate and present both orally and in writing, and comfortability with ambiguity and change
High degree of drive, energy, self-confidence, commitment, and flexibility

Responsibilities

Engineering tables and jobs using Spark SQL and Python to meet analysis and reporting needs
Creating interactive and drill-down dashboards to deliver key trends and insights to stakeholders
Working with leaders and domain experts to identify business needs, create an analysis plan, identify deliverables, and communicate key insights
Designing and implementing the data science model appropriate to the business challenge (classification, regression, unsupervised learning, recommendation systems, sentiment analysis, neural network, etc.)
Communicating complex technical concepts to stakeholders with confidence and integrity
Working with business stakeholders to determine metrics for evaluating the models
Working with data engineers to create datasets for insight and prediction
Building data visualizations, reports, and presentations
Rapidly learning and implementing new technologies and tools
Provide leadership to help shape our data initiatives across U-Haul
Potential to share and teach skills around advanced data analytics and data evaluation
Handling a variety of responsibilities under pressure and functioning independently
Formulate mathematical or simulation models of problems, relating constants and variables, restrictions, alternatives, conflicting objectives, and their numerical parameters.
Perform validation and testing of models to ensure adequacy, and reformulate models, as necessary.
Collaborate with senior managers and decision makers to identify and solve a variety of problems and to clarify management objectives.
Present the results of mathematical modeling and data analysis to management or other end users.
Collaborate with others in the organization to ensure successful implementation of chosen problem solutions.
Analyze information obtained from management to conceptualize and define operational problems.
Study and analyze information about alternative courses of action to determine which plan will offer the best outcomes.
Prepare management reports defining and evaluating problems and recommending solutions.
Define data requirements, gather and validate information, apply judgment and statistical tests.
Observe the current system in operation and gather and analyze information about each of the component problems, using a variety of sources.
Breakdown systems into their components, assign numerical values to each component, and examine the mathematical relationships between them.
Design, conduct, and evaluate experimental operational models in cases where models cannot be developed from existing data.
Educate staff in the use of mathematical models.
Specify manipulative or computational methods to be applied to models.
Develop and apply time and cost networks to plan, control, and review large projects.
Develop business methods and procedures, including accounting systems, file systems, logistics systems, and production schedules.

Benefits

Medical insurance
Prescription drug plans
Dental & Vision plan with hearing care discounts
Onsite medical clinic for team members and eligible family members
New indoor fitness gym (Midtown Phoenix campus)
Get Fit Gym Reimbursement Program
Registered Dietitian Program
WeightWatchers®
CVS Virtual Care
U‑Haul Kids Program
24‑Hour Nurse Line
Wellness Program (Healthier You initiatives & challenges)
Mindset App Reimbursement
Pet Insurance & Wellness plans
Career stability
Opportunities for advancement
Valuable on‑the‑job training
Tuition Reimbursement Program
Free online courses for personal and professional development at U‑Haul University®
401(k) Savings Plan
Employee Stock Ownership Plan (ESOP)
Company‑paid life insurance
Voluntary life insurance options
Short-Term and Long‑Term Disability
Critical Illness, Accident & Hospital Indemnity plans
Business & business travel insurance
MetLaw Legal Program
MetLife Auto & Home Insurance
LifeLock Identity Theft Protection
Dave Ramsey’s SmartDollar® Financial Wellness Program
U‑Haul Federal Credit Union
Paid holidays, vacation, and sick time
You Matter Employee Assistance Program (EAP)
Discounts on cell phone plans, hotels, computers, vehicles & more
Community involvement & volunteer opportunities
U‑Haul Mothers Program (Paid maternity leave)