You will report to the Trust Listening & Discovery lead, and partner closely with teams across the business in your work. Your primary focus will be to develop data views and insights that promote experiential improvements around Trust interactions for Host and guest communities.
Working with your peers as well as other stakeholder teams, you will develop and support the creation of data insights through listening channels, data investigations, data dashboards and new metric development.
You will also recommend experience-focused OKRs and KPIs, as well as build our understanding of the impact of various improvements.
Day to day activities will include:
Maintaining a dashboard and scorecard, developing experience-based data stories through ongoing views and dashboards, tracking operational opportunities as surfaced by top driver analysis, and deeper dive/long-term data projects that increase the experiential understanding of specific stakeholders or teams.
In addition, you will be involved in the technical details of the various listening systems we build (ex: surveys), and will have the opportunity to collaborate with a strong team of engineers, product managers, designers and operations agents to improve targeted experiences through data analysis and data-driven approaches.
In this role you will:
Use a combination of data engineering, science and analytics-based skills to build business insights around the Trust experience with client’s policies and products.
Build data views and perform investigations that increase the client’s understanding of and ability to improve Trust approaches, including surfacing top areas of Trust friction
Conduct deep analysis into various areas of Trust experience across customer segments; competitive and industry analysis may also be required.
Influence data-driven decisions around Trust in regular business reviews, through dashboards, scorecards, targeted analysis, and in operational improvement backlogs.
Contribute to improvements across key Trust journeys that directly impact the experience of the greater client community.
Skills:
Backend survey data work and funnel views.
Dashboards across a number of data pipelines and inputs.
Dashboard project management within a timeline, for a set of critical stakeholders.
Building ad hoc views with code-based data work as well as a range of data & analytics tools.
Setting the context for data within key customer journeys.
Background working on customer experience data, Trust data, and insights-to-action.
Experience working within the product or Trust development life cycle within technology, regulations, and/or industry landscape.
Education:
A minimum of 5+ years of experience in business analytics with an emphasis on listening systems data; and on developing business facing metrics and solving future business decisions.
A background is building data views and analysis for Trust initiatives, as well as working knowledge of key KPIs that indicate strong Trust performance
Expert skills in SQL and expert in at least one programming language for data analysis (Python or R)
Experience with a number of survey & analytics tools such as Medallia, Nexidia, Clarabridge, Qualtrics, Tableau, PowerBi, etc. Some background in JIRA is desired as well.
Ability to manage projects independently, proactively provide updates and/or flag blockers, and track record of connecting with stakeholders for project requirements
Demonstrated ability to create and drive data views and analysis for the business, and help teams execute against them
Proven ability to tailor data solutions to business problems to a cross-functional team, with the ability to communicate clearly and effectively on solution versions and features
Positive, solution-oriented mindset; leads by example.
Strong time management and prioritization capabilities.
Absolute ability to maintain confidentiality and objectivity.
Note: The Company is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAhr@spectraforce.com.
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $82.75/hr.
