Web Analytics Analyst — Optimize Mortgage Digital Experience

CrossCountry Mortgage, LLC; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a detail-oriented Web Analyst to support the launch, optimization, and performance monitoring of our digital experience for mortgage servicing and lending. You will analyze borrower interactions, define KPIs, and deliver actionable insights that improve satisfaction and efficiency.

You’ll build dashboards, monitor traffic and conversions, and partner with product and engineering teams to ensure accurate data capture and effective optimization.

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.

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.

Skills

Digital analytics

BI reporting

A/B testing

Communication skills

Data storytelling

Education

Bachelor’s degree in quantitative/business/marketing/technology

Tools

Jira

Enterprise web analytics platform

Business Intelligence tool

Job description

CrossCountry Mortgage, LLC is seeking a detail-oriented Web Analyst to support the launch, optimization, and performance monitoring of our digital experience for mortgage servicing and lending. You will analyze borrower interactions, define KPIs, and deliver actionable insights that improve satisfaction and efficiency.

You’ll build dashboards, monitor traffic and conversions, and partner with product and engineering teams to ensure accurate data capture and effective optimization.