Customer Experience Analytics Analyst – Insight & Impact

PulteGroup; Tempe (AZ); On-site; USD 70,000 - 90,000; Full time

Job summary

PulteGroup is seeking an Analyst to analyze moderately complex CX applications, websites, databases and systems, providing third-level technical support, testing and defect management. The role leads team initiatives while contributing to multiple IT projects and serves as a subject matter expert with expanding cross-product knowledge across CX applications.

The position requires a university degree or equivalent experience with 2–4 years of relevant work, and offers opportunities to influence

Qualifications

• Requires practical knowledge of the area typically obtained through advanced education with experience.
• Minimum high school diploma or equivalent (GED) required.
• Typically requires a university degree or equivalent experience and 2–4 years of prior relevant experience.

Responsibilities

• Conducts analysis of business and system processes, system data, integration, and reporting.
• Performs strategic research and defines, tests, documents and manages requirements according to approved standards/procedures, including timely development-cycle documentation.
• Serves as subject matter expert to assist in requirement gathering sessions for CX applications.
• Provides defect management of applications, systems, databases, or websites.
• Predicts potential problems, provides recommendations, and documents solutions according to approved standards/procedures.
• Prepares, maintains and archives detailed system artifacts according to approved standards/procedures.
• Provides escalated (tier 3) support including on-call (after hours, weekends, holidays) for priority issues. Troubleshoots complex production issues. Evaluates and follows through on issues and problems until resolved or escalated, and promptly communicates blockers/escalations.
• Identifies process improvement efforts within teams.
• Identifies and communicates best practices across analysts, QA, development, and product partners.
• Conducts analysis for the evaluation and selection of new analysis solutions and tools.
• Perform other duties as assigned.

Education

Bachelor's degree or equivalent experience

Job description

PulteGroup is seeking an Analyst to analyze moderately complex CX applications, websites, databases and systems, providing third-level technical support, testing and defect management. The role leads team initiatives while contributing to multiple IT projects and serves as a subject matter expert with expanding cross-product knowledge across CX applications.

The position requires a university degree or equivalent experience with 2–4 years of relevant work, and offers opportunities to influence