Data Analyst - Customer Service Contact Center

Job Description:

About the Team:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Manager, Data Analytics and be based in New Jersey. We encourage anyone that wants to join us in our mission to apply.

About the Role

You will develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenging and improving the systems/processes currently in place. You will report to the Manager, Customer Experience Insights and be based in our New Jersey office.

You Will:

• Develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenging and improving the systems/processes currently in place.
• Support the Manager, Data Analytics in the delivery of their key responsibilities.
• Deliver Reports and Analysis within agreed Service Level Agreements.
• Support stakeholders in the understanding and application of performance statistics.
• Highlight trends to management.
• Design and develop accurate and appropriate management information/business intelligence for distribution to internal stakeholders.
• Update and maintain relevant working tools and materials.
• Undertake quality control and accuracy checks/audits.
• Monitor and report on performance against internal and external Service Level Agreements.
• Maintain Management information systems – contribute to the design and implementation of operational management information systems.
• Support Quality Management Information.
• Deliver Insights and storytelling across multiple mediums.
• Design, research and build presentations for Departmental managers to interface with the wider business.
• Support projects by providing reports and analysis to measure the success of new initiatives.

You Have:

• 1-2 years of customer service experience and/or experience with large data sets.
• Advanced knowledge of MS Excel, with proficiency in PivotTables, Macros and Charts.
• Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides and Forms.
• Intermediate VBA programming skills.
• Knowledge of and basic proficiency of SQL in programming language and its function in data analysis.
• A willingness to travel, the expectation will be that this role may require some visits to each contact center.
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
• Basic knowledge of Data Visualization tools such as Tableau.

• Basic statistical analysis skills.
• Familiarity with digital experience trends and metrics.
• Familiarity with Snowflake.

• Intermediate statistical analysis skills.
• Familiarity with usage of Python and R for data analysis.

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Learn more about all our US benefits

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Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

Reasonable Accommodation

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

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Business Area:

Dow Jones - Customer Service

Job Category:

Data Analytics/Warehousing & Business Intelligence

Union Status:

Union / A clear and likely internal candidateBase Pay Range: $61,152 - $80,000

We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.