Senior Digital Analyst Direct Hire
Remote
*Must have Adobe Analytics*

JOB SUMMARY

The Senior Digital Analyst is responsible for producing data-driven insights to optimize user experience across digital properties including the corporate website and primary customer mobile app. The mission of this role is to drive sales growth, customer self-service adoption, customer retention improvement, and revenue growth across the digital ecosystem.

The ideal candidate will be proficient in using the website, mobile app and voice-of-customer analytic solutions to analyze user behavior, mine and surface insights, and provide actionable recommendations to improve the customer and prospect user experience.

The ideal candidate will have experience partnering with internal groups/stakeholders (including Marketing, Sales, IT, Care, Product, Content and Digital) to understand, define and implement analytic tracking and reporting requirements.

Strong project management skills and laser-sharp attention to detail are a must for this role. The ability to switch quickly and efficiently between tasks and projects is essential. Focus areas of this role include analytics, reporting and improvement/optimization recommendations for customer self-service usage; e-commerce cart sales performance; marketing campaign and landing page performance; site speed and load performance; error and anomaly detection; behavioral and user-based profiling and segmentation -- including visits, pathing, traffic composition, technology profiling (browser, device type), demographics, functional/feature usage, content engagement, and self-service adoption.

RESPONSIBILITIES

• Manage the platforms, tools, vendors and agencies involved in delivering digital analytics.
• Manage executive reporting, scheduled reports, ad-hoc reporting, dashboards and readouts for website and mobile app performance. Provide stakeholders with insights and recommendations for improving sales conversion and self-service adoption.
• Manage session replay, heatmap and click/engagement reporting. Share findings, insights and recommendations with the UX/Design/Testing teams and other stakeholders.
• Manage alerting/anomaly reporting to quickly surface problems/opportunities and initiate needed actions. Partner with IT to address possible technical issues.
• Work with stakeholders to define analytic tracking requirements and tag manager requirements for roadmap projects and ad initiatives. Ensure anything touching a digital property is designed with analytics tracking in mind.
• Provide developers with tracking requirements documentation. Work with developers to ensure requirements are implemented to specification. Collaborate in the QA and user acceptance process. Ensure analytics are in place for go-live.
• Manage voice-of-customer quantitative/qualitative digital survey feedback. Conduct sentiment analysis (NPS, OSAT) and mine open-ended feedback to surface gaps, pain points and insights. Provide actionable recommendations aimed at driving sales growth and self-service adoption.
• Train cross-functional team members on analytic tools and thought processes. Champion the direct use of analytic tools. Drive for analytics self-empowerment across the organization.

REQUIREMENTS

• A passion for making data-driven decisions, with strong communication, creativity, problem-solving and critical thinking skills.
• Strong experience working with website and mobile app analytics data, drawing granular and high-level insights and crafting recommendations based on the data.
• Strong project management, organizational and presentation skills. Well-versed in presenting data with the ability to contextualize data and "tell the story.
• Minimum 2-3 years of experience with Adobe Analytics (Omniture) or Google Analytics. Demonstrated expertise in creating reports, dashboards, segments, and calculated metrics.
• Minimum 1-year experience working with a tag manager (such as Adobe Launch, Google Tag Manager, others).
• Preferred: Minimum 1-year experience working with a voice-of-customer survey platform (such as Medallia, ForeSee, others).
• Preferred: Minimum 1-year experience working with a session replay tool (such as Decibel, Full Story, others).
• Preferred: Minimum 1-year experience working with a heatmapping tool (such as Crazy Egg, Hotjar, others).
• Solid understanding of HTML, CSS, JavaScript, site tagging and tracking code. Familiar working with Developer tools (including Omnibug) for auditing tags and code.
• Experience working with data visualization tools (such as Spotfire, Tableau, others).
• Expertise in using Microsoft Excel and PowerPoint.
• Bachelor's degree is required.

Job Type: Full-time

Pay: $70,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Adobe Analytics: 3 years (Required)
• Data visualization tools: 2 years (Required)

Work Location: Remote

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