Web Analyst

RoundPoint Mortgage Servicing•Fort Mill, SC

3d•Onsite

About The Position

The Web Analyst supports the launch, ongoing optimization, and performance monitoring of digital experiences for mortgage servicing and lending. The role analyzes borrower interactions, establishes digital performance metrics, validates tracking and reporting, identifies usability issues, and provides actionable insights to improve borrower satisfaction and operational efficiency. It also provides top-level support for business logic and technical issues. The position reports to the VP of Business Solutions and works with business leaders, client and vendor leadership, and other members of the organization to build relationships and achieve goals. The role covers analytics for web and mobile customer journeys, digital features, campaigns, and customer portal activity. It includes defining and monitoring KPIs, developing recurring reports and dashboards, evaluating experiments and campaign performance, validating measurement implementation, diagnosing data discrepancies, and communicating findings to both technical and non-technical audiences. The position also helps ensure tracking and reporting meet privacy, consent, accessibility, and regulatory requirements. The position is regular, with no travel and no telecommuting. Locations listed are Fort Mill, South Carolina; Minneapolis, Minnesota; and Coppell, Texas.

Requirements

Experience in digital or customer experience analytics.
Hands-on experience with an enterprise web analytics platform.
Experience building reports and dashboards in a business intelligence tool.
Working knowledge of funnel analysis, segmentation, attribution, and A/B testing.
Excellent written, presentation, and oral communication skills.
Experience working with agile delivery teams and ticketing tools such as Jira.
Bachelor's or master's degree in IT or a related technical field, such as Computer Science or Engineering, and/or at least 5 years of web and analytical experience.

Nice To Haves

A bachelor's degree in a quantitative, business, marketing, or technology field, or equivalent experience.

Responsibilities

Partner with business owners to define KPIs and success metrics for digital features, pages, and campaigns.
Build and maintain recurring reports and dashboards, and answer ad hoc questions with data.
Monitor digital-channel health and flag unusual changes in traffic, usage, or conversion.
Analyze customer journeys, funnels, and feature adoption across web and mobile.
Measure whether customers complete tasks online and identify where they struggle, drop off, or call for help.
Segment customers to identify behavioral differences and opportunities to personalize.
Provide top-level support for business-logic issues within the customer portal.
Support customer-facing portal support groups at a technical level and interact directly with customers in extenuating circumstances.
Plan, run, and analyze A/B and multivariate tests.
Turn test results into specific recommendations and track whether changes deliver expected impact.
Measure the performance of email, paid search, and other campaigns that drive traffic to digital channels.
Support attribution and campaign tracking so marketing spend and outreach can be evaluated.
Write tracking requirements for new features and releases, and validate data capture before and after launch.
Diagnose data discrepancies between tools and reports, and work with developers to fix tracking issues.
Partner with development teams on tag management and data-layer setup.
Maintain measurement documentation, naming conventions, and report definitions.
Help ensure tracking and reporting meet privacy, consent, accessibility, and regulatory requirements.
Present findings in plain language to technical and non-technical audiences, including leadership.
Stay current on digital analytics tools, methods, and industry practices.