Job Summary:

Our client is seeking a Business Intelligence Analyst to join their team! This position is located in Irving, Texas.

Duties:

• Collaborate and partner with Digital and Omni channel stakeholders to identify analytics and reporting requirements and baseline metrics prior to executing new use cases
• Develop Digital KPIs and reporting dashboards in Tableau/Qlik/Looker to measure, analyze and report trends on App and Web Engagement, App Adoption, Digital Channel Hops and E2E CX journey metrics with path analysis, cohort segmentation, SQL automation
• Source and analyze data from various data repositories, validate data for consistency, and partner with IT teams to ensure data integrity and KPI calculations
• Stitch together data from multiple channels to formulate a complete customer journey 360 view
• Create and deploy actionable dashboards for business owners to gauge performance and assist with omni channel optimization decisions such as CX KPIs, NPS, Revenue, Churn, Call-in Rate Develop VCG
• Report visualizations to highlight insights on opportunities to reduce journey fallout, channel hops, post digital assisted contact rate and optimizing human interactions
• Stakeholder scorecards and dashboards with executive leadership to gain alignment and promote usage and maintain consistent KPI definitions in Collibra for Data Governance
• Perform A/B Testing, measure success metrics of new releases over existing flows, run simulations for Omni insight personalization, holistically analyze end-to-end journey paths
• Correlate, interpret and summarize scorecard reports for Omni, Assisted and Cross-Channel metrics and quantify business outcomes for data-driven campaigns and business performance

Desired Skills/Experience:

• Bachelor’s degree
• 6+ years of relevant work experience
• Ability to create complex SQL queries to pull data from relational and non-relational data sources like Teradata, Google Cloud Platform (GCP)/BigQuery, Hadoop/HIVE, SQL, and EDW
• Data visualization skills and good experience using Tableau/Looker/Qlik to develop reports
• Experience conducting research or analysis and managing projects for multiple stakeholders
• A/B Testing experience and KPI measurements for deriving insights from customer behavior and data patterns from Omni channels

Benefits:

• Medical, Dental, & Vision Insurance Plans
• 401K offered