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CW Business Data Analyst in Poway, CA at Vaco

Date Posted: 8/3/2018

Job Snapshot

Job Description

Job Title: CW Business Data Analyst

Duties:

We are seeking a senior business data analyst to work in our Customer Success organization. We have an exciting opportunity to help shape how we manage and utilize our customer care agents and tax professionals to help TurboTax customers. This role will partner closely with several Customer Success managers to produce analytics, insights, and reporting to support these needs. This role is expected to understand the business and draw from that knowledge to produce data-driven output to help the Customer Success organization. Areas of support will largely focus on fraud monitoring and quality of service monitoring and to a lesser extent on agent performance and tax professional's performance and experience.

Responsibilities:

* Partner with Customer Care leaders and the analytics team to enable decision support and key customer insights in the customer care agent and tax professional managements space

* Collaborate with stakeholders and analysts to understand reporting needs; interpret requirements and independently create execution plans

* Define and build reports and dashboards leveraging Tableau

* Provide recommendations utilizing multiple types of data, business knowledge, and strategic assumptions when data doesn't exist

* Answer ad-hoc analytic questions, contribute to decision-making through opportunity sizing, and train users to self-serve standard Tableau reports

* Pursue data quality, troubleshoot data validation, and see issues to resolution

* Ensure data collection and data processing is optimized to provide crystal-clear visibility into the impact and value of new initiatives and product releases

Qualifications:

* Experience working in Security or similar field

* 5+ years of experience working with data reporting and analytics

* Highly proficient in SQL, Tableau, and Excel

* Experience in defining metrics and instrumenting data tracking

* Ability to tell stories with data, educate effectively, and instill confidence, motivating stakeholders to act on recommendations

* Ability to manage multiple projects simultaneously to meet objectives and key deadlines

* Outstanding communications skills with both technical and non-technical colleagues

* Proactive and inquisitive learner... seeks out and capitalizes on opportunities for change that enhance the business, rather than reacting to circumstances

* Experience in fraud analytics preferred but not required * Experience in a scripting language preferred but not necessary

Education:

Bachelors Degree in Computer Science, Engineering, Statistics, or similar field, OR equivalent work experience.