Senior Business Analyst

PACCAR

Renton (WA)

On-site

USD 81,000 - 112,000

Full time

6 days ago

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Benefits offered by this job

401k with 5% match

Pension plan

Paid time off

Tuition reimbursement

Medical, dental, vision

FSA/HSA

Disability insurance

Life insurance

EAP services

Job summary

PACCAR is seeking a Customer Experience Senior Business Analyst in Renton, WA to drive BI solutions and analytics across CX teams. You will partner with stakeholders to define requirements, mine data, and deliver measurable improvements in dealer and customer experience using Salesforce, Snowflake, Tableau and Python.

The role emphasizes data governance, cross-functional collaboration, and proactive problem solving in a fast-paced environment with enterprise-scale tools.

Qualifications

Bachelor's degree in Business or related field required; MBA/MS desired.
2+ years of experience in PACCAR or equivalent as data/business analyst.
Experience with Salesforce, Snowflake, Tableau, SQL and Python.
Six Sigma Lean Belt certification desired.
Advanced Excel and MS Office skills.
Proven ability to influence team strategy and deliver analytics.
Strong cross-functional collaboration and stakeholder engagement.
Experience delivering complex analytical solutions and process improvements.
Demonstrated ability to work with cross-functional teams and stakeholders.

Responsibilities

Creates BI solutions from ambiguous business requirements; SME for CX projects and tools.
Contributes ideas to management reporting, data mining, trends, and solutions.
Applies BI techniques to identify business problems and evaluate solutions.
Leads business process reviews across CX, engaging senior stakeholders.
Drives alignment with cross-functional CX teams and documents requirements.
Identifies data quality issues and implements corrective action and standards.
Monitors solution performance, investigates anomalies, and improves data quality.
Assists in leading technical BI aspects of large projects, identifying risks and milestones.
Performs other duties as assigned.

Skills

Business analysis

Data analysis

Process improvement

SQL

Python

Tableau

PowerBI

Snowflake

Stakeholder mgmt

Data governance

Cross-functional work

Education

Bachelor's degree in Business

MBA/MS desired

Tools

Salesforce

Snowflake

Tableau

SQL

Python

Job description

Requisition Summary

The Customer Experience Senior Business Analyst is an exciting role contributing to the success of our department supporting UPTIME for our customers. The position has the opportunity to improve customer and agent experience when interacting with the PACCAR Pars Customer Experience Organization through customer interaction technology and tools. Support the business to achieve goals and provide Customer Experience departments including Dealer Experience, Technical Research, Vehicle Support, Customer Center, Credits & Returns, EZTrac, Dedicated Fleet and Warranty with necessary analysis, documentation and process improvement.

Job Functions / Responsibilities

Creates BI solutions from ambiguous or undefined business requirements, serving as a business subject matter expert for Customer Interaction projects and tools, including Salesforce, Databases, Dashboards, and other Business Systems.
Contributes innovative ideas to team strategy development related to management reporting for Customer Experience, including data mining, analyzing trends, and recommending solutions to improve dealer service levels.
Applies expert knowledge of data mining and BI techniques to independently identify and curate business problems into advanced BI solutions, evaluating the performance of potential solutions to business challenges.
Leads comprehensive business process reviews across CX departments, facilitating senior stakeholder engagement to analyze, evaluate, and define future-state processes and solutions, ensuring key insights are effectively conveyed.
Engages and collaborates with cross-functional CX teams and stakeholders to drive alignment and ensure successful outcomes on complex projects, leading the scoping and documentation of project requirements and communicating project progression effectively and punctually.
Proactively identifies systemic data quality issues, drives corrective action, and applies data entry standards while identifying gaps and recommending updates, taking ownership as a data quality steward.
Monitors solution performance and investigates anomalies, addressing issues related to speed, data extracts, and data quality, while identifying opportunities for improvement on deployed solutions.
May assist in leading the project plan from a technical BI perspective on large projects, identifying potential technical risks and key milestones.
Other duties as assigned.

Skills / Competencies

Proficient knowledge of business analysis, data analysis, and process improvement methodologies.
Advanced proficiency in SQL for data querying, manipulation, and analysis.
Advanced proficiency in Python/R, including statistical analysis libraries (e.g., NumPy, Pandas, Scikit-learn).
Advanced proficiency in visualization software such as Tableau and/or PowerBI.
Advanced proficiency in Snowflake or equivalent data platform technologies.
Familiarity with web-scraping and API tools.
Demonstrated ability to facilitate workshops, contribute to stakeholder discussions, and deliver complex analytical solutions.
Strong customer service orientation, communication, and problem-solving skills.
Excellent oral and written communication skills, with experience working across multiple levels of an organization.
Ability to manage multiple projects in a fast-paced, cross-functional environment.
High attention to detail and a commitment to quality and data governance standards.
Collaborative, proactive, and self-directed approach.

Qualifications

Bachelor's Degree in Business or related field required; MBA/MS desired.
2+ years of experience in PACCAR or equivalent industry as a data or business analyst.
Experience with Salesforce, Snowflake, Tableau, SQL, and Python.
Six Sigma Lean Belt certification desired.
Advanced proficiency in Excel and Microsoft Office products.
Demonstrated ability to contribute to and influence team strategy.
Proven experience delivering complex analytical solutions and process improvements.
Demonstrated ability to work effectively with cross-functional teams and stakeholders.

Additional Job Board Information

PACCAR Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

401k with up to a 5% company match
Fully funded pension plan that provides monthly benefits after retirement
Comprehensive paid time off - minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
Tuition reimbursement for continued education
Medical, dental, and vision plans for you and your family
Flexible spending accounts (FSA) and health savings account (HSA)
Paid short-and long-term disability programs
Life and accidental death and dismemberment insurance
EAP services including wellness plans, estate planning, financial counseling and more
This position is eligible for a holiday gift

Salary Range

At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors including your education, training, or experience. The salary range for this position is $80,800 - $111,650 annually. Additionally, this role is eligible for the full range of benefit options listed above.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.
PACCAR Parts is an E-Verify Employer
PACCAR has success with diverse teams of employees working together to achieve excellent results. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions and increases employee engagement.

Division Information

PACCAR Parts is the global provider of aftermarket parts and services to support Kenworth, Peterbilt, DAF and TRP dealers around the world. This includes 21 distribution centers globally that support 2,300 dealerships and over 1,000,000 customers. Aftermarket support includes world class customer centers that deliver industry leading uptime in conjunction with our outstanding supply chain that delivers record levels of inventory availability for dealers and customers.