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Senior Data Analyst – Member Experience
| Company | Current |
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| Location | New York, NY, USA |
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| Salary | $150000 – $200000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ years of experience in data analytics, preferably in fintech, banking, or a customer-centric industry.
- Strong proficiency in SQL, Python, or R for data analysis and manipulation.
- Experience building reports and dashboards using data visualization tools such as Tableau, Looker, or Power BI.
- Expertise in customer support analytics, customer satisfaction score (CSAT) analysis, and operational efficiency metrics.
- Experience in A/B testing, customer segmentation, and deep dive analysis in the context of informing business strategies from user behaviors.
- Excellent problem-solving skills and the ability to translate complex data into actionable insights.
- Strong communication skills to effectively collaborate with technical and non-technical stakeholders.
- Strong project ownership and the ability to drive requirement gathering and prioritization.
Responsibilities
- Analyze customer data to identify trends, pain points, and opportunities to improve the member experience and drive operational efficiency.
- Develop and maintain data pipelines, dashboards and reports to track key performance indicators (KPIs) that tie customer success effectiveness, member satisfaction, and engagement to business bottomline metrics.
- Utilize internal and third-party data to conduct in-depth analyses, identify gaps, mitigate friction and pain points, and optimize customer interaction across channels.
- Partner with cross-functional teams, including Product, Engineering, Finance, and Customer Success, and leverage such techniques as A/B testing and customer segmentation to enhance personalization and support strategies.
- Provide actionable insights to leadership on customer behaviors and sentiments, including outreach trends and satisfaction with support and product experiences.
- Ensure data integrity, accuracy, and governance in analytics pipelines across multiple customer interaction channels.
- Participate in on-call rotation to support production analytics data pipelines.
- Mentor junior analysts and contribute to a data-driven culture within the team.
Preferred Qualifications
- Experience with Looker or other business intelligence tools is preferred.
- Exposure to dimensional modeling concepts to power meaningful analytics.
- Ability to visualize data effectively and communicate insights clearly and concisely.
- Experience modeling data using dbt.
- Familiarity with machine learning techniques and predictive analytics is a plus.
- Experience working with Fintech, banks or a B2C company.
