Analyst II, Customer Digital Engagement

WM; Windsor (CT); On-site; USD 68,000 - 98,000; Full time

Benefits offered by this job

Medical, dental, vision

Stock purchase plan

401(k) matching

Paid vacation, holidays, and personal/

Job summary

WM is seeking an intermediate data analyst to support and enhance workflow, customer experience and communications. The role focuses on customer messaging, data integrity, and portal enhancements, acting as a bridge between business stakeholders, operations, and technology partners.

Responsibilities include reporting, identifying root causes in customer data, refining requirements, and guiding improvements across processes.

Qualifications

• Bachelor's degree or equivalent required; 4 years of relevant work experience if no degree.
• 3 years of relevant work experience in business analysis, reporting, digital operations or related disciplines.
• Experience with customer communications or Salesforce Marketing Cloud is a plus.

Responsibilities

• Serve as subject matter expert for operational customer messaging workstreams in Salesforce Marketing Cloud.
• Prepare reports on data summaries, changes, trends and performance for management; provide assessments and recommendations.
• Lead intermediate-level analysis of customer contact data quality and drive scalable improvements.

Skills

Data analysis

Reporting

Business analysis

Stakeholder communication

Education

Bachelor's Degree in Business Administration, Analytics, Marketing, Information Systems, or similar area of study

High School Diploma or GED plus 4 years relevant experience

Job description

I. Job Summary

Under general supervision, provides intermediate level data analysis, reporting, and recommendations within assigned areas of expertise to support and enhance workflow, customer experience and communications. This role owns business analysis workstreams related to operational customer communications, customer contact data integrity, and customer portal enhancement efforts, serving as a bridge between business stakeholders, operations, and technology partners.

II. Essential Duties and Responsibilities

• Subject Matter expert for assigned functions, which include operational customer messaging workstreams in Salesforce Marketing Cloud.
• Prepares reports on data summaries, changes, trends and performance for use by management. Provides assessment and recommendations to management. - Leads intermediate-level analysis of customer contact data quality, identifies root causes, and recommends scalable improvements. - Reviews and refines business requirements, user stories, defect details, and enhancement requests for Customer Portal initiatives. - Resolves issues arising from internal department functions, or as brought forth by internal or external customers to assigned department.
• Tracks issues to resolution with business and technology partners, and clarifies business impact and priority.
• Monitors overall work flow to ensure timely completion of projects and daily work requirements.
• Assists with special projects within assigned department or as part of cross-functional teams as required or assigned.
• Monitors department processes and work flow to ensure overall accuracy and quality of data and work output.
• Determines areas of risk as new or changed processes are implemented.
• Recommends changes, updates and processes for continuous improvement in areas of expertise.
• Evaluates current training methods and materials for assigned group, and recommend improvements. Reviews and creates training as needed.
• Provides training and support to lesser experienced members of assigned department as well as internal and external customers as needed.
• Other duties as assigned.

III. Qualifications

A. Required Qualifications

• Bachelor's Degree (accredited) in Business Administration, Analytics, Marketing, Information Systems, or similar area of study, or in lieu of degree
• High School Diploma or GED (accredited) and 4 years of relevant work experience.
• 3 years of relevant work experience (in addition to education requirement), ideally in business analysis, reporting, digital operations, customer communications or related disciplines.

B. Preferred Qualifications

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay: The expected base pay range for this on-site position is $68420 - $98400. This range represents a good-faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for a bonus.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

Equal Opportunity Employer: Minority/Female/Disability/Veteran