Sr Digital Analyst, Digital Customer Experience

About Kennametal

With over 80 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Every day approximately 8,700 employees are helping customers in nearly 100 countries stay competitive. Kennametal generated $2.1 billion in revenues in fiscal 2023. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

 

Senior Digital Analyst, Digital Customer Experience

Location: Remote within Eastern Time Zone US

 

About the Role:

We are seeking a data-driven and strategic Senior Digital Analyst to join our Digital Customer Experience (DCX) team and play a vital role in optimizing our digital customer journey. You will leverage your expertise in web analytics, user behavior analysis, and data visualization to identify areas for improvement and develop data-driven recommendations to enhance customer satisfaction and drive online engagement, leads, and revenue. We’re looking for someone who’s curious and a change agent who will make things happen.

 

Responsibilities:

• Lead the development and implementation of a comprehensive customer journey analytics framework.
• Conduct in-depth analysis of user behavior data (website traffic, conversion funnels, globalization, user flows) to identify customer pain points and opportunities for optimization.
• Collaborate with cross-functional teams (marketing, IT, product development, UX/UI, sales) to translate data insights into actionable recommendations for improving the digital customer experience.
• Design, develop and implement technical tagging requirements for company websites based on business and stakeholder needs while maintaining compliance with all applicable data privacy laws and regulations. 
• Collaborate with the DCX team to translate customer feedback (surveys, reviews) into actionable recommendations for improving user experience.
• Be the Adobe Analytics Admin - manage users, marketing channels and processing rules, custom variables and campaign tracking.
• Develop and maintain clear, concise, and visually compelling reports and dashboards in Adobe Analytics and PowerBI to communicate complex data findings to stakeholders.
• Lead Funnel Conversion Reporting.  Collaborate with inside sales and the CRM team to build and optimize lead funnel conversion reporting. This involves analyzing data related to leads, prospects, and opportunities within the CRM system (MS Dynamics). You’ll need to identify bottlenecks, track conversion rates, and recommend improvements to enhance lead-to-opportunity conversion.
• Conduct thorough customer database analysis. This includes examining customer profiles, behavior, and engagement metrics. You’ll extract insights from the CRM system to identify trends, segment customer groups, and provide actionable recommendations. Regular reporting on customer-related KPIs (Key Performance Indicators).
• Stay current on industry trends and best practices in E-commerce analytics and customer journey optimization.
• Proactively identify and implement new analytics tools and technologies to further enhance data collection and analysis capabilities.