Sr. Data Analyst at Dow Jones & Company

Job Description:About the Team:The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street Journal Barrons MarketWatch Dow Jones Factiva and Dow Jones Risk & Compliance.About the RoleThe primary role of the Sr. Data Analyst is to develop and provide advanced insights and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis evaluation and documentation of business requirements for new and existing reports and processes and challenge and improve the systems / processes currently in place. You will report to the Manager Customer Experience Insights and be based in our New Jersey office.You Will:Support the Manager Customer Experience Insights in delivery of their key responsibilities.Deliver Reports and Analysis within agreed Service Level Agreements.Support stakeholders in the understanding and application of performance statistics.Identify and present to management and key stakeholders actionable insights and trends that improve the customer experience and generate value for the organization.Independently identify solutions to stakeholder needs and define appropriate data analysis processes.Leverage Click-stream data and digital experience analytic tools to identify insights that drive increased customer engagement.Support volume forecasting and related advanced analytics that drive operational goals and strategy with Business Process Outsourcer.Partner with key stakeholders to identify and measure relevant performance indicators in rapidly changing environment.Update and maintain relevant working tools and materials.Undertake quality control and accuracy checks/audits.Maintain Management information systems contribute to the design and implementation of operational management information systems.Support building presentations for Departmental managers to interface with the wider business.Support projects by providing reports and analysis to measure the success of new initiatives.You Have:At least 1 year of customer service operations experience in a high-volume call center environment with knowledge of key data sources and metrics.Intermediate knowledge of SQL programming language and its function in data analysis.Advanced knowledge of MS Excel with proficiency in PivotTables Macros and Charts.Proficiency with Google Collaboration tools such as Drive Docs Sheets Slides and Forms.Intermediate data visualization skills and experience with Looker Studio and Tableau.Critical thinking skills to diagnose underlying challenges identify opportunities for new data projects and derive insights from data.The ability to multitask and demonstrate time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs.Ability to work with business and technical stakeholders.Willingness to travel expectation will be that this role may require some visits to each contact center.Recognition that operational roles of this nature involve some element of weekend oversight plus unscheduled incident and crisis management.Intermediate-Advanced usage of Python and R for data analysis (desired).Intermediate-Advanced knowledge of AWS and BigQuery (desired).Proficiency with creating advanced SQL queries including subqueries (desired).Intermediate knowledge of data query automation (desired).2 years Contact Center operations experience (desired).Our BenefitsComprehensive Healthcare PlansPaid Time OffRetirement PlansComprehensive Medical Dental and Vision Insurance PlansEducation BenefitsPaid Maternity and Paternity LeaveFamily Care BenefitsCommuter Transit ProgramSubscription DiscountsEmployee Referral Program#LI-HybridReasonable accommodation: Dow Jones Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application due to a disability email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.Business Area:Dow Jones - Customer ServiceJob Category:Data Analytics/Warehousing & Business IntelligenceUnion Status:Union rolePay Range: $80000 - $100000We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.Pay-for-performance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..Required Experience:Senior IC Key Skills Data Analytics,Microsoft Access,SQL,Power BI,R,Data Visualization,Tableau,Data Management,Data Mining,SAS,Data Analysis Skills,Analytics Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 80000 - 100000