Business Intelligence Analyst - Digital Experience and Analytics Team (AI Chat Bot)

Position Overview
We're looking for a passionate and driven Business Intelligence Analyst to join our Digital Experience Analytics team. You will report to the Senior Manager of Business Analytics and partner with Product Managers across our Digital Experience & Customer Empowerment (DXC) organization to provide unbiased and actionable insights to help improve our digital customer experience. This role will focus on deep-dive analysis and measurement of the effectiveness of our customer support content, which is consumed by our customers on the website and leveraged by our AI-driven chat-bot. 

The ideal candidate will partner with internal business stakeholders to refine key success measures and find insights to drive program efficiency. They will play a significant role in shaping a customer-focused and data-driven culture.

Key Responsibilities

• Perform deep dive analyses to understand trends, anomalies, and insights that will highlight customer pain points and help drive operational improvements.
• Analyze and measure the effectiveness of customer support content on the website and AI-driven chat-bot.
• Translate business objectives into functional data requirements and balance them with technical feasibility.
• Craft data stories through presentations, written summaries, and data visualizations that accurately outline problem statements and provide actionable and unbiased intelligence and recommendations.
• Communicate findings from initiatives with clarity and accountability to the broader organization/stakeholders.
• Proactively manage and set stakeholder expectations on project roadmaps, resourcing, timelines, and deliverables.
• Clearly document provenance of data, ETL logic, and code used to develop models.
• Proactively identify areas in which analytics efforts can answer business questions, drive operational improvements, and business value.
• Spearhead the development of insight-driven tools & dashboards and provide ongoing support regarding functionality and data-integrity.

Qualifications

• Bachelor's degree in a quantitative field (e.g. Economics, Statistics, Mathematics, Analytics or related).
• 3+ years in a business analytics role.
• Advanced knowledge of SQL or other programming languages.
• Experience with PowerBI and Snowflake.
• Advanced experience with Microsoft Excel (pivot tables, advanced modeling, creating visualizations).
• Experience with web analytics tools such as Adobe Analytics.

Preferred Qualifications:

• Experience with setting up automated reporting pipeline and ETL process.
• Experience working cross-functionally with UX/UI designers, researchers, or product managers and consolidating qualitative and quantitative insights.
• Passionate and data-curious with ability to identify pain points and tell cohesive data stories to identify pain points and recommend improvements.
• Eagerness to take on new challenges, learn new skills, and think creatively.
• Strong problem-solving skills and sharp business judgment.
• Detail-oriented, ensuring data accuracy and consistency
• Exceptional communication skills, attentive listener, and highly collaborative.

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data. This position is onsite and requires you to work closely with other individuals in a collaborative team environment.

Benefits

Creative Circle's Freelance Employee benefits package includes eligibility for Minimum Essential Coverage (MEC) medical plan, dental/vision/term life package, discount prescription program, critical illness, accident, tele-behavioral health, and 401(k) plan. Sick leave is provided to Candidates whose assignment work location is in a state or city subject to sick leave laws. A Minimum Value (MV) PPO medical plan, Employee Stock Purchase Plan, and paid holiday eligibility are based on length and dates of service.

Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply, but you may also:

Email your resume in Word to:

sammy.realon@jobalert.creativecircle.com
**Please do NOT change the email subject line in any way. You must keep the JobID: : SR9-1829880 -- in the email subject line for your application to be considered.***

Sammy Realon - Senior Recruiter, National Delivery

For this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa.

Creative Circle will consider for Employment in the City of Los Angeles qualified Applicants with Criminal Histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

This job was first posted by Creative Circle on 11/15/2024 and applications will be accepted on an ongoing basis until the position is filled or closed.

Creative Circle is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. If you need a reasonable accommodation in the application process, please contact your Recruiter (the person you'll be interviewing with) or a member of our Human Resources team to make arrangements. United Healthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Creative Circle.

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