Sr Business Analyst

Myriad Genetics; Salt Lake City (UT); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company in genetic testing seeks a Senior Business Analyst to enhance customer service efficiency through data analysis and reporting. The role involves defining metrics, developing reports, and collaborating with various teams to drive improvements. Candidates should have strong analytical skills, experience with BI tools, and effective communication abilities.

Qualifications

• 5+ years of experience in operations support roles with ownership in data analysis and reporting.
• Understanding of process principles and data models to measure and predict outcomes.

Responsibilities

• Define business metrics and develop reports and dashboards.
• Partner with technology teams to implement analytics platforms.
• Investigate customer complaints and recommend improvements.

Skills

Data Analysis

Communication

Education

Bachelor’s degree in business

Master’s preferred

Tools

SQL

Looker

Snowflake

Qlik

Tableau

Power BI

Microsoft Excel

Job description

Join to apply for the Sr Business Analyst role at Myriad Genetics

Get AI-powered advice on this job and more exclusive features.

Job Description

This position has the ability to be remote across the United States.

Overview

Responsible for analysis of customer service order management and customer interaction effectiveness, efficiency, and excellence. The Senior Business Analyst reports to the VP of Customer Service and serves as a key thought partner for the Vice President and Managers, as well as customer experience leaders throughout the company.

Responsibilities

1. Define business metrics, gather report requirements, and develop or create a wide array of both ad-hoc and recurring business reports and dashboards. Identify trends and make data-driven recommendations to decision makers to drive improvement.
2. Develop and adhere to a cadence of timely reporting and delivery of business analysis to stakeholders to provide recommendations for process efficiencies.
3. Partner with technology teams to define requirements, design, and implement analytics platforms that support customer service needs. Work with Data engineers to ensure accurate data pipelines, and data warehouse integrity.
4. Serve as subject matter expert in Customer Service processes to lead projects and represent Customer Service. Provide data with suggestions and summarized conclusions of findings.
5. Manage and administer ongoing data quality initiatives by serving as subject matter expert for customer data. Interface with relevant departments including Customer Service, Sales, Marketing, Quality Assurance, Finance, and Operations.
6. Investigate and troubleshoot customer complaints, identify trends, and recommend improvements.
7. Assist Customer Service managers with measuring predictors of staff success and productivity, and identify root causes for changes.
8. Provide training for the Customer Service team on intermediate and advanced Excel concepts, dashboards, reporting platforms, and data storytelling.
9. Drive a culture of continuous improvement within the Customer Service management team and participate in the Quality Assurance plan.
10. Effectively communicate complex data insights to non-technical stakeholders with clear and concise language.
11. Perform other duties as assigned.

Qualifications

• Bachelor’s degree in business, informatics, or a quantitative field required; Master’s preferred.
• 5+ years of experience in operations support roles with ownership in data analysis and reporting.
• Understanding of process/operations principles, bottlenecks, and data models to measure and predict process outcomes.
• Advanced knowledge of Microsoft Excel.
• Experience with BI and analytics tools such as SQL, Looker, Snowflake, Qlik, Tableau, or Power BI.
• Effective communication skills to collaborate and present insights to improve productivity and customer experience.

Physical and Legal Considerations

Position may be remote. Includes physical requirements such as sedentary work, lifting up to 10 pounds, and use of equipment. Equal Opportunity Employer committed to diversity and inclusion. Reasonable accommodations available for disabilities.

About Us

Myriad Genetics is a leader in genetic testing and precision medicine, dedicated to improving health and wellbeing. For more information, visit www.myriad.com.