Sr. Data Analyst

Dow Jones•Princeton, NJ

35d•$80,000 - $100,000•Hybrid

About The Position

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands, including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. The primary role of the Sr. Data Analyst is to develop and provide advanced insights and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenge and improve the systems / processes currently in place.

Requirements

At least 1 year of customer service operations experience in a high-volume call center environment with knowledge of key data sources and metrics
Intermediate knowledge of SQL programming language and its function in data analysis
Advanced knowledge of MS Excel, with proficiency in PivotTables, Macros and Charts
Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides and Forms
Intermediate data visualization skills and experience with Looker Studio and Tableau
Critical thinking skills to diagnose underlying challenges, identify opportunities for new data projects and derive insights from data
The ability to multitask and demonstrate time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs
Ability to work with business and technical stakeholders
Willingness to travel, expectation will be that this role may require some visits to each contact center
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

Nice To Haves

Advanced statistical analysis skills with ability to predict and forecast
Proficiency with creating advanced SQL queries, including subqueries
Advanced knowledge of Data Visualization tools such as Google Data Studio and Tableau
Intermediate skills in Python and R
Familiarity with Data Engineering concepts and processes
Intermediate knowledge of data query automation
2+ years Contact Center operations experience
Familiarity with digital experience trends and metrics
Experience with Machine Learning and advanced inferential statistics
Advanced usage of Python and R for data analysis
Advanced knowledge of AWS and BigQuery

Responsibilities

Support the Manager, Customer Experience Insights in delivery of their key responsibilities.
Deliver Reports and Analysis within agreed Service Level Agreements
Support stakeholders in the understanding and application of performance statistics
Identify and present to management and key stakeholders actionable insights and trends that improve the customer experience and generate value for the organization
Independently identify solutions to stakeholder needs and define appropriate data analysis processes
Leveraging Click-stream data and digital experience analytic tools to identify insights that drive increased customer engagement
Support volume forecasting and related advanced analytics that drive operational goals and strategy with Business Process Outsourcer
Partner with key stakeholders to identify and measure relevant performance indicators in rapidly changing environment
Update and maintain relevant working tools and materials
Undertake quality control and accuracy checks/audits
Maintain Management information systems - contribute to the design and implementation of operational management information systems
Support building presentations for Departmental managers to interface with the wider business
Supporting projects by providing reports and analysis to measure the success of new initiatives