Senior Data Analyst - Customer Experience & Engagement

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Experian

πŸ“Remote - United States

Summary

Join Experian as a Senior Analyst and leverage advanced analytical skills to support CRM and customer engagement strategies. Analyze customer interactions across various touchpoints to identify opportunities for improvement in retention, satisfaction, and revenue growth. You will use data to drive informed decisions and report to the Analytics Senior Manager. The role requires extensive experience in business analytics, forecasting, and data analysis, particularly within an internet environment. Proficiency in SQL, experience with various BI tools, and knowledge of statistical models are essential. Experian offers a competitive compensation package, including core benefits and a flexible work environment.

Requirements

  • 5+ years of experience in business analytics, forecasting or business planning with emphasis on analytical modeling, quantitative reasoning, and metrics reporting (preferably from an internet environment)
  • 2+ years of experience with CRM, mobile app push, chat, social media, and customer care data
  • Working knowledge of Salesforce Marketing Cloud and Unica
  • Understanding of relational database theory and proficient in writing and understanding complex SQL code
  • Experience with Business Intelligence tools (Tableau, Looker, Qualtrics, Alteryx, Airflow) and real time dashboard development
  • Experience handling unstructured data and analyzing free form text with NLP
  • Familiarity with Web Analytics platforms like Adobe Analytics and Google Analytics Premium
  • Analytical thinker with the capacity to provide insight into online behaviors, activities and identify opportunities to increase the online experience
  • Experience with Data ETL processes and API based development
  • Knowledge of statistical models and practical experience in predictive model development (Python, R, SAS, etc.)

Responsibilities

  • Use advanced analytical skills and an understanding of customer behavior to support CRM and customer engagement strategies
  • Help drive data-informed decisions by analyzing customer interactions across multiple touchpoints (e.g., web, mobile, call center, chat, email) to uncover insights that improve retention, satisfaction (NPS), and revenue growth
  • Report to the Analytics Senior Manager

Benefits

  • Great compensation package and bonus plan
  • Core benefits including medical, dental, vision, and matching 401K
  • Flexible work environment, ability to work remote
  • Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

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