Customer Care and Social Media Analytics and Insights Analyst

Publix Super Markets•Lakeland, FL

33d•Hybrid

About The Position

Publix's Customer Care and Social Media (CCSM) department is seeking an Analyst within the Analytics and Insights team who will develop analytical solutions for supporting the department and business area needs throughout the company. This includes dashboards and various data visualizations measuring department key performance indicators, as well as analyses for customer engagement performance, operational improvements, workforce, staffing and forecasting. Additionally, the Analyst will consult with business areas across the company to deliver impactful voice of the customer insights informing product and service decisions, strategic crisis response, as well as root cause of customer opportunities and pain points. Ideal candidates have excellent communication skills, which includes exceptional writing, storytelling, and presentation skills with ability to tailor communications to a variety of audiences, including senior and executive leadership. Additionally, they are skilled in exercising sound judgement that support strong decision-making skills, accurate reporting, and trusted recommendations. In Publix's corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix's corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews. Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours. Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email. For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence.

Requirements

Bachelor of Science in marketing, finance, accounting, computer science, data analytics, information systems/technology, or any business or communication field
at least three years of experience with analytics, computer science, or similar analytics field work-related experience; and one year experience writing SQL and Boolean queries; and one year experience using Google Analytics, Data Studio, social media analytics tools; and one year experience creating and designing data visualizations and dashboards
demonstrate strong teamwork, leadership, and collaboration skills
project management, prioritization, and persuasion skills
knowledge of the latest technology and the ability to keep up with emerging technologies, possessing the ability to learn quickly and train others
knowledge of database architecture and natural language processing principles utilizing keywords and phrases
broad knowledge of and ability to apply Information Systems design methodologies, testing, processes, and coding languages
ability to foster relationships with business leaders to serve as a trusted business advisor of customer sentiment and trends and customer engagement practices across the retail industry
ability to work independently with little supervision
ability to exhibit a natural curiosity when developing analyses
ability to quickly develop an understanding of new information, processes, and technologies
ability to develop data visualizations
ability to demonstrate initiative by taking responsibility for learning new skills and processes
basic skills with telecom systems like Avaya CMS or Telstrat
Intermediate skills with Microsoft Office applications including Access, Outlook, and PowerPoint
intermediate skills with Microsoft Planner
intermediate skills with Big Data and cloud-based machine learning and artificial intelligence tools such as Microsoft Azure or AWS
intermediate skills with Customer Relationship Management or Case Management System such as ePower Center or a similar tool
intermediate skills with social media platforms as well as engagement, aggregating, and listening tools
advanced skills with Microsoft Excel and Word
advanced skills with search engine optimization (SEO)
ability to manage a fluctuating workload and tight deadlines, prioritizing demands and conflicting priorities as a result of time and resource constraints
willingness to work nights, weekends and holidays as required to meet business needs-the position will serve in an "on-call" rotation covering nights and weekends, which may require multiple or consecutive nights and/or weekends in a month's time during crisis situations

Nice To Haves

Master's in business, data science, data analytics or similar discipline
five or more years of analytics, computer science, or social media analytic experience; and three years of experience writing SQL and Boolean queries; and three years of experience with Google Analytics, Data Studio, or similar functionality within other social analytic tools; and experience with distributed big data tools, utilizing visualization software/tools
certification in Sprinklr Reporting and Sprinklr Listening
intermediate skills writing SQL code
advanced skills with Microsoft Planner
advanced skills with telecom systems like Avaya CMS or Telstrat
advanced skills with Power BI, Tableau, MicroStrategy or similar data visualization tools
advanced skills with social media platforms as well as engagement, aggregating, and listening tools
expert skills with Google Analytics and Data Studio
expert skills with search engine optimization (SEO)
advanced skills with Microsoft Access, PowerPoint, and Sharepoint
expert skills with Microsoft Excel, Outlook, and Word
expert skills with writing queries using Boolean language/coding
expert skills with Big Data and cloud-based machine learning and artificial intelligence tools such as Microsoft Azure or AWS
expert skills with Customer Relationship Management or Case Management System such as ePower Center or a similar tool
expert skills with Astute Knowledge Platform

Responsibilities

develop and implement analytical solutions by identifying, recommending, and resolving root causes to improve overall customer experiences and CCSM quality of service
support the Analytics & Insights Supervisor to monitor critical and potentially brand damaging topics across digital, social media, and traditional platforms
identify and support initiatives to improve data analysis processes for optimization, innovation, and precision
act as team lead and subject matter expert to help train, mentor and guide Reporting Specialists, evaluate peer-review reports and presentations produced by team members, and critique and edit before delivery to internal customer

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