Lead Analyst, Reporting and Insights

About the role

As the Lead Analyst, Reporting and Insights, you are an individual contributor focused on hands-on dashboard building and analysis, leveraging strong Tableau skills and thoughtful insights to support executive’s understanding of our customer engagement ecosystem. You are skilled at building dashboards that executives and non-technical audiences can actually use and understand, enabling them to make strategic operational and business decisions. You’ll present insights to Director- and VP-level leaders, draft and produce the narrative for Business Reviews, and use strong data interpretation skills to surface important insights. In short, your analysis and visualizations will help our leaders across several products, (including AP, College Readiness Assessments, Financial Aid and more) answer the questions: “What’s driving performance? Where are we off track? What will most improve our customer experience? What outcomes could we improve?” Success in this role means that CEE leaders can rely on your insights to take clear, timely actions that lead directly to improved outcomes.

Responsibilities

• Build efficient, scalable reporting tools and systems that significantly reduce manual reporting efforts
• Standardize key metrics so leaders operate from a shared understanding of performance and success
• Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams
• Ensure reporting tools (e.g., Tableau, Salesforce, AWS, vendor platforms) are used consistently to enable faster, better decision-making
• Using Tableau, Salesforce, AWS, vendor platforms, and other necessary tools, translate complex operational datasets into dashboards and visualizations with clear, actionable insights that drive measurable improvements in customer experience, efficiency, and team performance
• Identify and correct data quality/structural issues in large, real-world operational datasets before analysis begins
• Identify root causes of performance gaps (e.g., call drivers, volume spikes, resolution inefficiencies) and recommend specific actions to address them
• Serve as the go-to resource for translating data into business-relevant insights and recommendations, fielding requests from across the team and via intake
• Proactively identify opportunities to use data to improve performance and influence priorities
• Shift reporting from retrospective summaries to forward-looking insights that influence decisions and outcomes
• Create and prepare the insight layer for Business Reviews with senior leadership, ensuring they focus on what matters most, highlight risks and tradeoffs, and drive clear decisions and follow-up actions
• Comfortable surfacing risks or concerns with senior leaders, and setting clear expectations on scope and timeline when priorities conflict
• Through strong reports and visualizations, equip leaders to quickly understand performance, what is driving it, and what actions will have the greatest impact
• Proactively surface trends