Sr. Marketing and Contact Center Business Analyst

3M HEALTHCARE; Covington (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

BD Home Care is seeking a Sr. Marketing and Contact Center Business Analyst to bridge data analysis with operational excellence, improving call center performance, customer satisfaction, and sales goal attainment.

This role leverages PowerBI, Tableau, SQL, and analytics to provide real‑time insights, monitor KPIs, and support campaigns while ensuring HIPAA‑protected data handling across the organization.

Qualifications

• Bachelor’s degree in Business, Marketing, Statistics or related field; MBA or equivalent preferred.
• 5+ years in business analytics and reporting.
• 5+ years of SQL or Snowflake experience.
• 5+ years in a performance marketing‑based role.
• 5+ years with Tableau and other leading reporting tools.
• 2+ years with Contact Center technology and vendors.

Responsibilities

• Leverage data sources to deliver an enhanced reporting suite for real‑time commercial and marketing decisions.
• Manage daily short/long‑term reporting using PowerBI, Tableau, Excel, and Contact Center reporting.
• Deliver KPIs to drive strategy and ensure data to measure performance.
• Perform gap analysis to align processes and metrics.
• Create dashboards for lead management, list penetration, campaigns, journeys, and CSAT metrics.
• Identify trends and correlations to improve scheduling, routing, and agent performance.
• Deliver automated and ad‑hoc business reporting for direct‑to‑consumer healthcare.
• Develop metrics such as CAC, LTV, conversion, and program contribution.
• Develop new reporting capabilities and visualizations for accuracy and digestibility.
• Uphold data hygiene and reporting accuracy; collaborate with BI and finance teams.
• Support decision making with rapid understanding of complexities and opportunities.

Skills

PowerBI

Tableau

Excel

SQL

Marketing analytics

Education

Bachelor’s degree in Business/Marketing/Statistics or related field

MBA or equivalent experience preferred

Tools

Salesforce.com

PowerBI

Tableau

Excel

Job description

Overview

BD Home Care Business: The Home Care business within BD is unique in that it can manufacture products for consumers in the home and service them through our medical distribution subsidiary, Liberator Medical. This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni‑channels to drive awareness, engagement, conversion, and retention of our customers. The mission of the Home Care business is to deliver clinically superior solutions for people with chronic bladder conditions in their pursuit of normality and independence.

Role Summary

The Sr. Marketing and Contact Center Business Analyst is a strategic role that bridges data analysis with operational excellence, and works to improve call center performance, customer satisfaction, sales goal attainment, and cost efficiency by transforming raw data into actionable insights. This role continuously monitors KPIs and performs gap analysis to ensure all systems and processes deliver the intended results in terms of sales campaigns, list penetration, lead management, and other relevant processes.

Primary Job Responsibilities

• Leverage owned and external data sources to deliver an enhanced reporting suite capable of driving real‑time commercial and marketing decisions.
• Daily management of short and long‑term reporting needs using PowerBI, Tableau, Excel, Contact Center reporting, and other well‑established analytics tools.
• Deliver KPIs to drive business strategy and ensure proper data are in place to measure performance.
• Perform continuous gap analysis to ensure all processes and systems are working in synergy and metrics are accurate.
• Create dashboards to ensure lead management, list penetration, sales campaigns, promotions, journeys, and customer satisfaction metrics are always visible.
• Identify trends, anomalies, and correlations in call center data to recommend improvements in workforce scheduling, call routing, system configuration, and agent performance.
• Deliver variety of automated and ad‑hoc business reporting for direct‑to‑consumer healthcare business.
• Develop, track, and interpret key performance indicators such as conversion, retention, Average Handle Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and abandonment rates.
• Develop new reporting capabilities and visualizations to deliver digestible, accurate metrics.
• Drive consistently improving data hygiene and reporting accuracy.
• Collaborate with BI and finance teams to create analytics insights based on business needs.
• Uphold compliance and privacy requirements for HIPAA‑protected data.
• Support and drive decision making through quickly understanding complexities, identifying opportunities, and applying best practices in report creation and analysis.

To Be Successful in This Role

• Minimum Bachelor’s degree in Business, Marketing, Statistics or related field required; MBA or equivalent experience preferred.
• Minimum 5+ years of experience delivering business analytics and reporting.
• Minimum 5+ years of experience in SQL or Snowflake.
• Minimum 5+ years of experience in a performance marketing‑based role.
• Minimum 5+ years of working with best‑in‑class reporting tools such as Tableau.
• Minimum 2+ years of experience working with Contact Center technology.
• Experience working with Contact Center vendors preferred.
• Excellent analytical, problem‑solving, listening, interpersonal and verbal/written communication skills.
• Experience with Web Analytics tools like Data Cloud, Google Analytics, Adobe Analytics or similar.
• Has managed business analytics segmentation and customer and lead cohorts.
• Is familiar with and comfortable reporting on key performance indicators related to a direct‑to‑consumer business, including CAC, LTV, conversion, and program business contribution.
• Has a “daily measurement” mindset geared towards reporting on and optimizing key business metrics in real time.
• Has experience working on or directly with finance teams to deliver and refine metrics and models.
• Has familiarity working with large data sets, data warehouses, and integration of multiple data sources.
• Has experience recommending growth strategies using tactics like marketing mix modelling (paid and organic channels, Email marketing, promotions, etc.), attribution modelling, causal inference, customer segmentation, etc.
• Proactively partners with team members across a matrixed organization.
• Can build business cases to support key initiatives to obtain approval for funding.
• Preferably has familiarity with SalesForce.com environments.
• Has the ability to manage multiple initiatives concurrently.

Preferred Skills

• Preferably familiarity with SalesForce.com environments.
• Experience recommending growth strategies using marketing mix modelling, attribution modelling, causal inference, and customer segmentation.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.