Senior Business Analyst
About The Position
The Customer Experience Senior Business Analyst supports PACCAR’s Customer Experience Organization by improving customer and agent experiences through customer interaction technology, tools, analysis, and process improvement. The role supports departments including Dealer Experience, Technical Research, Vehicle Support, Customer Center, Credits & Returns, EZTrac, Dedicated Fleet, and Warranty. The analyst develops business intelligence solutions from ambiguous or undefined requirements and serves as a subject matter expert for customer interaction projects and systems, including Salesforce, databases, dashboards, and other business systems. The role contributes to management reporting and team strategy through data mining, trend analysis, and recommendations to improve dealer service levels. It also leads business process reviews, facilitates engagement with senior stakeholders, and translates findings into future-state processes and solutions. The position collaborates with cross-functional teams to scope and document project requirements, maintain alignment, and communicate project progress. It owns data quality stewardship by identifying systemic issues, driving corrective action, and recommending updates to data standards. The analyst monitors deployed solutions, investigates performance and data anomalies, and may help lead technical BI planning for large projects, including identifying risks and milestones.
Requirements
- Bachelor’s degree in Business or a related field.
- At least 2 years of experience in PACCAR or an equivalent industry as a data or business analyst.
- Experience with Salesforce, Snowflake, Tableau, SQL, and Python.
- Advanced proficiency in SQL for data querying, manipulation, and analysis.
- Advanced proficiency in Python or R, including statistical analysis libraries such as NumPy, Pandas, and Scikit-learn.
- Advanced proficiency in Tableau and/or Power BI.
- Advanced proficiency in Snowflake or equivalent data platform technologies.
- Proficient knowledge of business analysis, data analysis, and process improvement methodologies.
- Advanced proficiency in Excel and Microsoft Office products.
- Demonstrated ability to facilitate workshops, contribute to stakeholder discussions, and deliver complex analytical solutions.
- Strong customer service orientation, communication, and problem-solving skills.
- Excellent oral and written communication skills and experience working across multiple organizational levels.
- Ability to manage multiple projects in a fast-paced, cross-functional environment.
- High attention to detail and commitment to quality and data governance standards.
- Collaborative, proactive, and self-directed approach.
- Demonstrated ability to contribute to and influence team strategy.
- Proven experience delivering complex analytical solutions and process improvements.
- Demonstrated ability to work effectively with cross-functional teams and stakeholders.
Nice To Haves
- MBA or MS degree desired.
- Six Sigma Lean Belt certification desired.
- Familiarity with web-scraping and API tools.
Responsibilities
- Create BI solutions from ambiguous or undefined business requirements and serve as a business subject matter expert for Customer Interaction projects and tools, including Salesforce, databases, dashboards, and other business systems.
- Contribute ideas to Customer Experience management reporting strategy through data mining, trend analysis, and recommendations to improve dealer service levels.
- Apply data mining and BI techniques to identify business problems, develop advanced BI solutions, and evaluate solution performance.
- Lead comprehensive business process reviews across Customer Experience departments, facilitate senior stakeholder engagement, and define future-state processes and solutions.
- Collaborate with cross-functional Customer Experience teams and stakeholders to align on complex projects, lead project scoping and requirements documentation, and communicate project progress.
- Identify systemic data quality issues, drive corrective action, apply data entry standards, identify gaps, and recommend updates as a data quality steward.
- Monitor solution performance, investigate anomalies, address speed, data extract, and data quality issues, and identify opportunities to improve deployed solutions.
- May assist in leading technical BI project planning for large projects, including identifying technical risks and key milestones.
- Perform other duties as assigned.
Benefits
- 401(k) with up to a 5% company match.
- Fully funded pension plan providing monthly benefits after retirement.
- Paid time off, including a minimum of 10 paid vacation days, 12 paid holidays, and sick time.
- Tuition reimbursement for continued education.
- Medical, dental, and vision plans for employees and their families.
- Flexible spending accounts and health savings account.
- Paid short- and long-term disability programs.
- Life and accidental death and dismemberment insurance.
- Employee Assistance Program services, including wellness plans, estate planning, and financial counseling.
- Holiday gift eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
