Data Analyst (Customer Service Contact Center)

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

Job summary

Dow Jones in New Jersey seeks a Data Analytics / Reporting professional to develop and deliver reporting and management information across the business, including static and scheduled reports and documenting requirements for new and existing reports and processes.

You will work with VBA, SQL, Python, R and Tableau to highlight trends, support stakeholders, and design BI tools and dashboards for internal use.

Qualifications

• 1-2 years of customer service experience and/or experience with large data sets.
• Advanced knowledge of MS Excel, with PivotTables, Macros and Charts.
• Proficiency with Google Collaboration tools (Drive, Docs, Sheets, Slides, Forms).
• Intermediate VBA programming skills.
• Knowledge of SQL in data analysis.
• Familiarity with data visualization tools such as Tableau.
• Familiarity with Python and R for data analysis.

Responsibilities

• Develop and provide reporting and relevant management information to all areas of the business.
• Deliver reports and analysis within agreed Service Level Agreements.
• Highlight trends to management and design management information for distribution to internal stakeholders.
• Monitor and report on performance against internal and external Service Level Agreements.
• Design, research and build presentations for Departmental managers to interface with the wider business.

Skills

Customer service experience

Statistical analysis

Data visualization awareness

Python

R

SQL

Tableau

Tools

Excel

PivotTables

Macros

Charts

Google Docs/Sheets

Job description

Dow Jones & Co.

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Dow Jones, Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process.

Princeton

Full time

Job_Req_56368

Job Description:

About the Team:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Manager, Data Analytics and be based in New Jersey. We encourage anyone that wants to join us in our mission to apply.

About the Role

You will develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenging and improving the systems/processes currently in place. You will report to the Manager, Customer Experience Insights and be based in our New Jersey office.

You Will:

• Develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenging and improving the systems/processes currently in place.
• 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.

You Have:

• 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.

Learn more about all our US benefits

#LI-Hybrid

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

Reasonable Accommodation

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process.

Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.

Business Area:

Dow Jones - Customer Service

Job Category:

Data Analytics/Warehousing & Business Intelligence

Union Status:

Union / A clear and likely internal candidate

Base Pay Range:

$61,152 - $80,000

We're committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate's experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.

About_Us

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Equal employment opportunity, including veterans and individuals with disabilities.

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