Data Analyst (Customer Service Contact Center)

Dow Jones & Company; Princeton (NJ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare plans

Paid time off

Retirement plans

Medical, dental & vision insurance

Education benefits

Parental leave

Family care benefits

Commuter transit program

Discounts

Employee referrals

Job summary

Dow Jones in New Jersey seeks a data analytics professional to develop and deliver reporting and management information across the business. You will analyze needs, document requirements, and improve existing systems while partnering with stakeholders across departments.

You will build dashboards, ensure timely reports within SLAs, and contribute to data-driven decisions. Proficiency in Excel, SQL, and visualization tools is required, with travel and some weekend support expected.

Qualifications

• 1-2 years of customer service and/or large data set experience.
• Advanced knowledge of MS Excel, with PivotTables, Macros and Charts.
• Proficiency with Google Workspace tools (Drive, Docs, Sheets, Slides, Forms).
• Intermediate VBA programming skills.
• Knowledge of SQL for data analysis.
• Familiarity with data visualization tools such as Tableau.
• Basic statistical analysis skills.
• Familiarity with digital experience trends and metrics.
• Familiarity with Snowflake.
• 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 (SLAs).
• Design and develop management information/business intelligence for internal stakeholders.
• Update and maintain relevant working tools and materials.
• Undertake quality control and accuracy checks/audits.
• Monitor performance against SLAs and internal metrics.
• Deliver insights and stories across multiple mediums.
• Create presentations for Departmental managers to interface with the wider business.
• Support projects by providing reports and analysis to measure new initiatives.

Skills

Customer service

Data analysis

Excel (Pivot/Macros)

Google Workspace

VBA

SQL

Tableau

Python & R

Snowflake

Statistics

Digital metrics

Travel willingness

Weekend coverage

Tools

SQL

Python

R

Tableau

Snowflake

Excel

Job description

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.

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.

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program
• Learn more about all our US benefits

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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. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at [e-mail]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

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Business Area

Dow Jones - Customer Service

Job Category

Data Analytics/Warehousing & Business Intelligence

Union Status

Union / A clear and likely internal candida