Customer Experience Analyst

USE YOUR BUSINESS SYSTEMS EXPERTISE AND PEOPLE LEADERSHIP SKILLS TO DIRECT THE EVOLUTION OF OUR TECHNOLOGY STRATEGY

As a Customer Experience Analyst, you'll play a crucial role in shaping the evolution, experience and satisfaction of the customer’ journey. We're looking for a passionate analyst who is comfortable with analytics, someone who understands how to use large data sets to solve real-world business problems. Someone who thrives on providing technical expertise to quickly deliver insights to the business. We view this role as a trusted advisor to our internal business partners to help them make decisions around strategy, priorities, and tactics.

This will involve:

• Collaborating closely with multiple cross-functional teams including Data Engineering, Business Intelligence, Customer Success, Finance, Partner Alliances, Support and Field Engineering Services.
• Leveraging your experience with descriptive, diagnostic and prescriptive analysis to execute analytics projects and change business outcomes.
• Proactively tracking and monitoring key performance indicators to measure the success and effectiveness of the customer experience.
• Quantifying and easily communicating the drivers of business performance to senior leaders. Advising them on ways to change outcomes through recommended calls-to-action, tactical and strategic changes.

WHY YOU SHOULD JOIN OUR TEAM:

Our team's mission is to be the source of actionable strategic intelligence for Sisense. The team partners with business leaders and users to add value through data, make data-informed decisions, discover insights, and share knowledge. Our company and product are focused around serving you. Being on the data team means you get early access to cutting edge technology & are a north star for the data teams.

WHAT YOU’LL DO?

• Own the delivery for ad-hoc and strategic analytics projects driving company-wide outcomes to increase product engagement and adoption, drive revenue growth, reduce churn and improve the customer experience.
• Prepare data sets in support of analysis. Prepare and publish results of analysis. Easily communicate complex topics in simple terms to executive and senior leadership.
• Serve as an expert technical resource for our internal business partners. Guide our business partners towards the right analytics solutions for their complex business questions. Work with internal business partners to consult and deliver on all ad-hoc data and analytics requests.
• Constantly be on the lookout for ways to improve efficiency and deliver increasing value to the organization. Collaborate with leadership and end users to identify needs and opportunities for the application of analytics use cases to their business.

Qualifications:

• Education: Bachelor’s degree in Applied Mathematics, Social Sciences, Information Systems, or related field. Advanced degree or relevant certifications preferred.
• Experience: Minimum of 3-5 years of experience in business analysis, data analysis, or related fields. Experience in the software industry or SaaS environment is highly desirable.
• Analytical Skills: Strong analytical and problem-solving skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Technical Proficiency: Proficient in SQL, Excel, and data visualization techniques. Experience with cloud data technology, database querying and data modeling techniques.
• Business Acumen: Deep understanding of business processes, product engagement, product enablement, customer success and support operations.
• Communication Skills: Excellent verbal and written communication skills with the ability to effectively communicate complex ideas and findings to both technical and non-technical stakeholders. Comfortable engaging with senior leadership and providing data-driven recommendations.
• Collaboration: Proven track record of collaborating with cross-functional teams and all levels of business stakeholders to drive successful project outcomes.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment with shifting priorities and tight deadlines. Flexibility to adapt to changes and willingness to learn new technologies and methodologies.
• Problem-Solving: Demonstrated ability to identify, analyze, and solve complex business problems using data-driven insights and methodologies such as root cause analysis and process improvement techniques.
• Project Management: Experience with project management methodologies (e.g., Agile, Scrum) and tools (e.g., JIRA) to effectively manage project timelines, resources, and deliverables.
• Attention to Detail: Meticulous attention to detail and commitment to delivering high-quality work products, reports, and presentations.
• Strategic Thinking: Ability to think strategically and anticipate future business needs, trends, and opportunities. Proactive approach to identifying and implementing innovative solutions.

HOW YOU'LL RAMP:

By Day 30

• Learn the fundamentals of the business — our business critical dashboards, basic KPIs, workflows, and business systems and data structures.
• Get to know other stakeholders in Customer Success, Field Engineering Services, Support, Partner Alliances, Finance and Business Operations
• Start to explore the first strategic use case and develop an initial set of analytic recommendations.

By Day 60

• You’ll have begun to integrate your findings into systems, BI solutions, critical business workflows, etc.
• Be familiar with our current data warehouse and data models, know where to find business critical data and provide requirements to the product and data engineering teams to onboard new datasets
• Lead regular meetings with your manager and business stakeholders to provide updates on the analytics roadmap.

By Day 90

• Reach a high level of proficiency with the Sisense data architecture and analytics platforms.
• Identify opportunities and make recommendations for strategic analytics use cases, creating requirements for the engineering team and developing automated solutions to operationalize your analytics.
• Begin executing on a plan for delivering a roadmap of strategic analytics to the business in 2024, working increasingly more independently in partnership with key business stakeholders.

WHAT YOU'VE ACCOMPLISHED...SO FAR:

• You have worked as a data analyst in a SaaS, start-up or tech company and are familiar with the affiliated data tech stack - Snowflake and dbt.
• You have superior analytical, critical thinking, and troubleshooting skills with a passion for digging deeper and proactively discovering root causes
• You have the ability to forge strong relationships with business partners at all levels of the organization.
• You have demonstrated an ability to understand business drivers, collaborate with leaders, and diagnose business problems that can be addressed through data and analytics.
• You are flexible, adaptable, and able to learn on the fly. You thrive in a fast-paced, ever-changing work environment.
• You work with a high sense of urgency and rigorous attention to detail.
• You have excellent oral and written communication skills.
• You have a high level of proficiency with BI tools, SQL, data modeling, data visualization, statistical analysis.
• You are comfortable with R or Python for statistical analysis.

ABOUT SISENSE

• Sisense stands as a beacon of light in the embedded analytics landscape, recognized globally for pioneering solutions that infuse intelligence into every facet of business. As we continue on our journey and explore the vast opportunities of the API economy, we're positioning ourselves for unprecedented growth.
• Our vision is bold and transformative: a future where analytics and insights underpin every decision, every process, and every interaction. Our team, an amalgamation of diverse perspectives and unique skills, is our secret weapon. At Sisense, we foster a culture of innovation, collaboration, and inclusivity, powering our relentless drive to redefine what's possible in the world of analytics.
• Join us in this ambitious journey. This position offers more than a job; it's a chance to reshape the industry, redefine the future of analytics, and be a part of a team that's pushing boundaries. Let's shape the future of analytics together.

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