Voice Product Analytics - Associate

Job Responsibilities

• Partner with Operations stakeholders and product groups to understand business drivers, processes, and underlying data
• Support initiatives that improve customer experience and help reduce operating expenses across Operations product groups
• Help scope analytics work by clarifying problem statements, hypotheses, success metrics, and approach
• Document data lineage and contribute to data development to enable accurate, reusable analyses
• Analyze customer interactions across channels (calls, branch, online, and mobile) to identify journey patterns and friction points
• Develop and report performance metrics and key performance indicators (KPIs); apply methods such as trend analysis and segmentation to inform improvements
• Contribute to business cases by sizing opportunities and quantifying expected benefits and tradeoffs
• Support test and pilot design by defining populations, measurement approach, and evaluation criteria; analyze outcomes and recommend next actions
• Build dashboards and visualizations to measure impact and enable self-service performance monitoring
• Prepare and deliver presentations that summarize insights, conclusions, and recommended actions for stakeholders

Required Qualifications, Capabilities, And Skills

• Minimum of 3 years of experience in analytics, strategy, or a related quantitative role
• Bachelor's degree in a quantitative field (or equivalent practical experience)
• Experience delivering analytics solutions using an agile methodology (Scrum and/or Kanban)
• Strong SQL skills and hands-on experience using at least one analytics language (Python or R)
• Experience with data visualization and dashboarding (for example, Tableau)
• Experience working with large datasets and analytics environments (for example, relational databases and/or Spark/Hive)
• Ability to translate ambiguous questions into structured analyses, measurable outcomes, and clear recommendations
• Strong communication and stakeholder management skills, including comfort presenting to senior leaders
• Experience with analytics workflow tools (For example: Alteryx)