Business Intelligence Analyst 3

Job Description

• Utilizing qualitative and quantitative data to determine root causes for gaps in customer expectations and actual experiences
• Delivering actionable, scalable recommendations to improve the end-to-end experience for customers in a monthly status update and in quarterly reporting
• Representing Voice of Customer to assist internal teams with prioritization and decision-making
• Interacting extensively across the Communications BU, including engineering, product, program, analytics, and systems teams
• Developing relationships with upstream and downstream teams to ensure awareness, gather input, and tell accurate/holistic stories

• Bachelor’s degree or equivalent experience
• Demonstrated proficiency in performing broad quantitative and qualitative analyses and familiarity with operational teams & key operational metrics
• Proven experience in working with business units to identify underlying root causes, and facilitating change management practices to improve business outcomes
• Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process
• General understanding and comfort working with Language Models (LLMs) such as OpenAI’s ChatGPT
• Experience with BI/reporting tools: Tableau, Looker, and Presto
• Outstanding troubleshooting, critical thinking, and analytical skills
• Prioritizes team success and nurtures peer development through empowerment and accountability by modeling, coaching, and caring

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program