Customer Experience Data Analyst — Hybrid, NJ

Dow Jones Company; Princeton (NJ); Hybrid; USD 61,000 - 80,000; Full time

Benefits offered by this job

Comprehensive Healthcare Plans

Paid Time Off

Retirement Plans

Education Benefits

Paid Maternity and Paternity Leave

Family Care Benefits

Commuter Transit Program

Subscription Discounts

Employee Referral Program

Job summary

The Dow Jones Customer Service team in New Jersey is seeking a Data Analytics professional to develop and deliver reporting and management information for all business areas. This role focuses on improving reports, analyzing requirements, and challenging current processes to drive insights across the organization.

You will support the Manager, Data Analytics, deliver timely insights, and contribute to performance measurement and data-driven decisions within a hybrid work setting in New Jersey.

Qualifications

• 1-2 years of customer service experience and/or experience with large data sets.
• Advanced knowledge of MS Excel, with proficiency in PivotTables, Macros and Charts.
• Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides and Forms.
• Intermediate VBA programming skills.
• Knowledge of and basic proficiency of SQL in programming language and its function in data analysis.
• A willingness to travel, the expectation will be that this role may require some visits to each contact center.
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
• Basic knowledge of Data Visualization tools such as Tableau.
• Basic statistical analysis skills.
• Familiarity with digital experience trends and metrics.
• Familiarity with Snowflake.
• Intermediate statistical analysis skills.
• Familiarity with usage of Python and R for data analysis.

Responsibilities

• Develop and provide reporting and relevant management information to all areas of the business.
• Support the Manager, Data Analytics in the delivery of their key responsibilities.
• Deliver Reports and Analysis within agreed Service Level Agreements.
• Support stakeholders in the understanding and application of performance statistics.
• Highlight trends to management.
• Design and develop accurate and appropriate management information/business intelligence for distribution to internal stakeholders.
• Update and maintain relevant working tools and materials.
• Undertake quality control and accuracy checks/audits.
• Monitor and report on performance against internal and external Service Level Agreements.
• Maintain Management information systems – contribute to the design and implementation of operational management information systems.
• Support Quality Management Information.
• Deliver Insights and storytelling across multiple mediums.
• Design, research and build presentations for Departmental managers to interface with the wider business.
• Support projects by providing reports and analysis to measure the success of new initiatives.

Skills

Advanced Excel

SQL

Python

R

Tableau

VBA

Google Workspace

Tools

Tableau Software

Snowflake

Job description

The Dow Jones Customer Service team in New Jersey is seeking a Data Analytics professional to develop and deliver reporting and management information for all business areas. This role focuses on improving reports, analyzing requirements, and challenging current processes to drive insights across the organization.

You will support the Manager, Data Analytics, deliver timely insights, and contribute to performance measurement and data-driven decisions within a hybrid work setting in New Jersey.