Summary:

This position is responsible for identifying critical customer insights along the customer journey through data consumption and analytics throughout the Customer Experience team. Reporting to the Director of P&D Customer Experience, the role with collaborate with peers and other SMEs across the organizational matrix. This position will have summer intern oversight.

Responsibilities:

• Gather, consume, and interpret data across all products and customer types and provide intelligence and insights to the Customer Experience team (and broader groups potentially)
• Identify trends and anomalies for further investigation or corrective action
• Maintain knowledge of service trends and benchmarks within and outside of our product markets
• Measure and report data-based outcomes for improvement or feature implementations
• Partner with product owners and senior director to identify future data needs
• Directs the activities of junior business analysts in support of customer experience projects and tasks

Knowledge & Skills:

• Proven experience in an analyst role, prefer a customer• Results-oriented, able to maintain intensity in outputs and outcomes-centric previous role
• Demonstrated skill in data storytelling with the ability to package material appropriately for audiences at different organizational levels • Advanced Excel mastery and/or other data analysis programs
• Supervisory experience required (directing the work tasks and performing administrative management of junior business analysts)
• Strong interpersonal, verbal, written and presentation skills
• Strong planning, organizational and prioritizing skills
• Results-oriented, able to maintain intensity in outputs and outcomes

Education and Experience:

• Bachelor’s degree or equivalent combination of education and experience
• 5-7 years of experience in roles with similar job functions and expectations

#Monster

#LI-Hybrid

COVID-19 Requirements
ETS requires all new hires to either certify that they have been fully vaccinated or request and obtain an exemption due to medical or religious reasons by their start date.

ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.

From: Educational Testing Service