Job Description

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Director of Customer Analytics

Req I D



Primary Skills


The Director of Customer Analytics will lead analytics efforts to identify insights and that drive actions within digital and across channels to increase conversion and revenue while also driving digital self-service, reducing overall business expense.  S/he will manage the analytics and insights for new and existing WM customers across all digital channels including desktop, mobile, chat, and mobile apps as well as interactions across channels with our contact centers and retail channels and implement high-quality, data-driven decisions. S/he will ensure data accuracy and consistent reporting by designing and creating optimal processes and procedures for analytics employees to follow. The right person for the job will apply his/her exhaustive knowledge of data analysis to solving real-world problems faced by our company and finding opportunities for improvement across multiple projects, teams and business units.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned and may vary by department.
•  Work with business executives to define analytic strategy for customer intelligence across Client.
• Create vision for customer analytics.  Identify priorities which lead to improved customer experience, customer growth and increased lifetime value of Client customers.
• Define strategic roadmap for Customer Analytics based on business impact and business readiness
• Use data to identify opportunities/actions to drive new acquisition sales and optimize conversion and revenue/profitability within the WM Digital (desktop website, mobile website, mobile apps, chat, social, webbots, etc.).
• Analyze customer paths from Digital channels to call centers to help improve the online customer experience and reduce call volume and average handling time.
• Become the Subject Matter Expert on performance of sales, service and support interactions, customer journeys across desktop/mobile site experiences, mobile app, social, web-bots, and chat.
• Complete the full analytics journey from stitching data together, analyzing data, creating powerful visualizations, and automating/implementing solutions that solve business problems.
• Perform analyses that yield insights and drive actions on opportunities which improve business KPI performance.
• Discover new opportunities to optimize the customer experience through analytics and statistical modeling using business analytical tools.
• Design, develop, and deploy executive-level dashboards in Tableau and/or Qlik based on key insights and outputs from analyses.
• Foster organization wide collaboration in solving problems.
• Engage and influence senior stakeholders.
• Communicate & summarize message in succinct and manner.

III. Supervisory Responsibilities
• The highest level of supervisory skills required in this job is management through one or more managerial levels. This includes both direct and indirect supervision of full-time employees including management and individual contributor positions.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience
• Bachelor's or Master’s degree in business, marketing, information systems, analytics/business intelligence, engineering, mathematics, statistics, MBA or other relevant technical discipline.
• Requires 6+ years of relevant work experience.
• Experience in digital analytics / customer analytics / omni-channel analytics with a demonstrated track record of results driving growth of revenue, conversion and overall profitability through an increase in Digital Channel Mix and self-service / DIY transactions.
• Knowledge of predictive/prescriptive statistical modeling and translating insights to action.
• Experience connecting sales/operational/channel data between multiple online and offline data sources.
• Experience with SAS/R/Python or other advanced analytics tools.
• Experience with Natural Language Processing/speech & text analytics for information extraction, parsing and topic modeling.
• Experience designing, developing, and implementing data visualization dashboards utilizing Tableau or other advanced visualization tools that provide real-time visibility into performance results.
• Experience automating data within Tableau/Qlik to tell an analytical story through visualizations.
B. Certificates, Licenses, Registrations or Other Requirements
• Advanced Analytics certifications would be a plus.
C. Other Knowledge, Skills or Abilities Required
• Strong written and oral communication skills with ability to work with users, peers and management.
• Strong interpersonal skills.
• Ability to work independently and as part of a team to successfully execute projects.
• Highly motivated, self-starter with problem solving skills.
• Ability to multitask and meet aggressive deadlines efficiently and effectively.
• Detail-oriented but does not lose sight of the big picture.
• Demonstrate ability to learn and understand business processes quickly.
V. Work Environment and Essential Functions
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. [Note: the following is defaulted for office setting position]
• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
Normal setting for this job is: office setting.

At Client, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

Job Information