Business Data Senior Analyst

Summary

Join Experian, a global leader in data services, as a Product Operations Manager for our Direct-to-Consumer portfolio. You will manage daily operations, customer escalations, and product feedback loops. Leverage data analysis to identify trends and improve processes. Collaborate with various teams to resolve customer issues and define the Product Operations roadmap. You will be a Subject Matter Expert for key product features and scale product knowledge across the organization. This fully remote role reports to the Customer Relations Complaints Case Manager.

Requirements

• Bachelor's degree with 5+ years of experience in product operations, operations strategy, product analytics, data analyst, or similar systems analytical roles that worked with Product and Engineering teams
• Adept in SQL, Excel (can perform complex functions) , Python, and data tables – experience working with big data and writing advanced PostgreSQL queries (AWS Redshift & DynamoDB experience)
• Experience working with data visualization and business intelligence software (e.g. Tableau)
• Experience with Serverless Computing systems (e.g. AWS Lambda, Microsoft Azure Functions, IBM OpenWhisk)
• Knowledge in Agile software tools (e.g Jira) and methodologies
• Excellent technical knowledge, curiosity, and familiarity with new technologies, APIs, programming languages, and databases
• Experience with complex direct-to-consumer products and systems
• Summarize data from multiple data sources to inform and support critical decisions about the product strategy, with experience building dashboards using visualization tools
• Experience building trusted partnerships with Product, Operations, and Technology teams
• Manage multiple complex workstreams in a regulated environment is critical
• Produce and present analyses and business cases to all kinds of partners

Responsibilities

• Oversee the strategy and management of daily operations of customer escalations tied to different products, focusing on pre-launch process creation and post-launch production support
• Lead research, investigation, and management of customer escalations to determine cause and next-step recommendations
• Be the Subject Matter Expert (SME) for important product features in the ECS product portfolio, along with the supporting systems and technologies
• Guide collaboration with other teams (such as Product, Technology, Customer Care, BusOps), and external partners to track, guide, and resolve customer escalations in a systematic
• Lead data analysis: capture, organize, and surface customer feedback & escalations analytics data in high impact, accessible ways to facilitate product & customer insights
• Lead the administration and support of product & operational standards and processes for the ongoing operation of products, customer escalations, and feedback
• Help define the Product Operations roadmap. Identify opportunities for process improvements, and lead the definition, communication and execution of those improvements
• Facilitate and project manage sensitive issue handling for close-loop resolution including assessment, research, remediation
• Scale and share product knowledge across the organization for new or updated product features (e.g. creating/maintaining a knowledge base, internal training)

Benefits

• Medical, life and dental insurance
• Asociacion Solidarista
• International Share Save Plan
• Flex Work/Work from home
• Paid time off
• Annual Performance Bonus
• Education Reimbursement
• Family Bonding
• Bereavement Leave
• Referral Program