Web Analyst

CrossCountry Mortgage • Minneapolis, SC

3d

About The Position

The Web Analyst will support RoundPoint Mortgage Servicing LLC by helping launch, optimize, and monitor the performance 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.

Requirements

• Bachelor's degree in a quantitative, business, marketing, or technology field, or equivalent experience.
• 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.

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 data questions.
• 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 seek help by phone.
• Segment customers to identify behavioral differences and personalization opportunities.
• 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 to evaluate marketing spend and outreach.
• 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.

Benefits

• Competitive compensation plan for eligible employees.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k).
• Company-provided short-term disability.
• Employee assistance program.
• Wellness program.

What This Job Offers

• Job Type: Full-time