Senior Data Analyst, Customer Expereince

The role leads the development and maintenance of solutions related to end-to-end customer experience data; analytical reporting, business trends and correlations, to predictive modelling which will assist with prioritization and optimization of business initiatives as they relate to improving efficiency and quality of the customer experience. This includes technical design, process design, partnership with data architecture teams to ensure data quality and governance across shared systems and shared applications.

Key Performance Indicators

• Quality measure of data science solutions

• Accuracy measure of predictions

• Average time from requirements to recommendations

• Measure of insights generated per month

• Efficiency gained or business value created through recommendations derived from data science analysis/modelling

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Lead data mining and collection procedures; maintain governance with data architecture and business intelligence teams

• Ensure data quality and integrity

• Interpret and analyze data problems; translate into meaningful information and visualizations to executive leadership, market leaders and other department heads

• Conceive of, develop, plan and prioritize data projects in partnership with CX leadership

• Build analytic systems and predictive models to support ongoing and future data needs

• Test and evaluate performance of recommended solutions, quantify outcomes and manage tuning cycle for ongoing improvement to systems and models

• Experiment with new models and techniques to ensure our solutions grow with us

• Align all data projects with organization goals

• Build relationships with managers and leaders to size analytical opportunities and create delivery plans to ensure we are positioned to support quality business cases and deliver ROI

• Facilitate analytical conversations with the business around “the art of the possible using data science”, explore data from a modelling perspective, and perform initial exploratory data analysis to assess business value

• Ensure model implementations conform to regulatory requirements and produce clear documentation to support

• Manage analytical projects and coordinate activities with other shared service partners by prioritizing relevant activities and providing subject matter expertise

• Undertake personal development to ensure up to date skills and knowledge

Required Experience

• Seven (7) years of relevant experience analytical field - required

• Seven (7) years of experience in data science - preferred

• Advanced knowledge of statistical / data mining methods and applications

• Advanced knowledge of statistical and analytical model development

• Advanced knowledge of data modelling techniques and tools; R, Python, SAS, etc

• Advanced knowledge of visualization tools like Power BI, Tableau, Quik, etc.

Required Leadership Traits and Characteristics

• Strong project management, collaboration and communication skills

• Ability to apply logic and reasoning to identify/implement solutions to complex business problems

• Business and financial acumen

• Curiosity and drive to learn and keep up with market trends and innovations

• Ability to lead, mentor others, engage and influence stakeholders at all levels

• Able to adapt and be flexible in a complex transformational environment

• Clearly and confidently convey information to a wide audience

• Open to alternative solutions; ability to use logic to evaluate and measure strength and weakness

• Establish and maintain a high level of trust and credibility

Formal Education, Qualifications or Training

• Master’s Degree in Computational Mathematics, Statistics or related field - preferred

• Certified specialist in predictive analytics or other data science related certifications - preferred

NO SPONSORSHIP OR OPT AVAILABLE

Base Pay Range $85,600 - $111,200/ year

While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.