Web Analyst

RoundPoint Mortgage Servicing LLC; Fort Mill, Saint Louis Park, Dallas (SC, MN, TX); On-site; USD 70,000 - 95,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a detail-oriented Web Analyst to support launch, optimization and performance monitoring of the digital mortgage servicing experience. You will analyze borrower interactions, define KPIs, validate tracking, and deliver actionable insights to improve borrower satisfaction and operating efficiency.

Reporting to the VP of Business Solutions, you will work with business leaders, clients and vendors to ensure accurate data, robust dashboards and timely

Qualifications

• Bachelor's degree in a quantitative, business, marketing or technology field, or equivalent experience.
• Experience in digital or customer experience analytics.
• Hands on experience with an enterprise web analytics platform.
• Experience building reports and dashboards in a business intelligence tool.
• Working knowledge of funnel analysis, segmentation, attribution and A/B testing.
• Excellent written, presentation and oral communication skills.
• Experience working with agile delivery teams and Jira.
• Bachelor's or master's degree in IT or related technical field and/or 5+ years of web and analytical experience.

Responsibilities

• Partner with business owners to define KPIs and success metrics for digital features, pages and campaigns
• Build and maintain recurring reports and dashboards, and answer ad hoc questions with data
• Monitor the health of digital channels and flag unusual changes in traffic, usage or conversion
• Analyze customer journeys, funnels and feature adoption across web and mobile
• Measure whether customers complete tasks online, and find where they struggle, drop off or call for help instead
• Segment customers to find differences in behavior and opportunities to personalize
• Provide top-level support for issues with business logic within the customer portal
• Support customer-facing portal support groups at a technical level and interact directly with customers in extenuating circumstances
• Plan, run and analyze A/B and multivariate tests
• Turn test results into specific recommendations and track whether changes deliver the expected impact
• Measure performance of email, paid search and other campaigns that drive traffic to our digital channels
• Support attribution and campaign tracking so marketing spend and outreach can be evaluated
• Write tracking requirements for new features and releases, and validate that data is captured correctly before and after launch
• Diagnose data discrepancies between tools and reports, and work with developers to fix tracking issues
• Partner with development teams on tag management and data layer setup
• Maintain measurement documentation, naming conventions and report definitions
• Help ensure tracking and reporting meet privacy, consent, accessibility and regulatory requirements
• Present findings in plain language to technical and non-technical audiences, including leadership
• Stay current on digital analytics tools, methods and industry practices

Education

Bachelor's degree in a quantitative, business, marketing or technology field

Master's/IT or related technical field and 5+ years web analytics experience

Job description

We are seeking a detail-oriented Web Analyst to support the launch, ongoing optimization, and performance monitoring of our digital experience supporting mortgage servicing and lending. This individual will analyze borrower interactions, establish digital performance metrics, validate tracking and reporting, identify usability issues, and deliver actionable insights that improve borrower satisfaction and operational efficiency. This individual will also provide top-level support for logic and technical issues.

This position reports to the VP of Business Solutions. This role works closely with key business leaders and leadership of clients, vendors and the balance of the organization to build strong working relationships to achieve goals.

Responsibilities

• Partner with business owners to define KPIs and success metrics for digital features, pages and campaigns
• Build and maintain recurring reports and dashboards, and answer ad hoc questions with data
• Monitor the health of digital channels and flag unusual changes in traffic, usage or conversion
• Analyze customer journeys, funnels and feature adoption across web and mobile
• Measure whether customers complete tasks online, and find where they struggle, drop off or call for help instead
• Segment customers to find differences in behavior and opportunities to personalize
• Provide top-level support for issues with business logic within the customer portal
• Support customer-facing portal support groups at a technical level and interact directly with customers in extenuating circumstances
• Plan, run and analyze A/B and multivariate tests
• Turn test results into specific recommendations and track whether changes deliver the expected impact
• Measure performance of email, paid search and other campaigns that drive traffic to our digital channels
• Support attribution and campaign tracking so marketing spend and outreach can be evaluated
• Write tracking requirements for new features and releases, and validate that data is captured correctly before and after launch
• Diagnose data discrepancies between tools and reports, and work with developers to fix tracking issues
• Partner with development teams on tag management and data layer setup
• Maintain measurement documentation, naming conventions and report definitions
• Help ensure tracking and reporting meet privacy, consent, accessibility and regulatory requirements
• Present findings in plain language to technical and non-technical audiences, including leadership
• Stay current on digital analytics tools, methods and industry practices

Qualifications

• Bachelor's degree in a quantitative, business, marketing or technology field, or equivalent experience
• Experience in digital or customer experience analytics
• Hands on experience with an enterprise web analytics platform
• Experience building reports and dashboards in a business intelligence tool
• Working knowledge of funnel analysis, segmentation, attribution and A/B testing
• Excellent written, presentation and oral communication skills
• Experience working with agile delivery teams and ticketing tools such as Jira

Education/Experience

• Bachelor's or master's degree in IT or related technical field (i.e., Computer Science, Engineering) and/or 5+ years of web and analytical experience.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Company

• RoundPoint Mortgage

Location

• Fort Mill, SC, Minneapolis, MN, Coppell, TX

Employee Status

• Regular

Travel

• No

Telecommuter Position

• No