Sr. Data Analyst

Job Description:

Senior Data Analyst

About Our Organization:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

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.

The primary role of the Sr. Data Analyst is to develop and provide advanced insights 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 challenge and improve the systems / processes currently in place.

You Will:

• Support the Manager, Customer Experience Insights in delivery of their key responsibilities.

• Deliver Reports and Analysis within agreed Service Level Agreements

• Support stakeholders in the understanding and application of performance statistics

• Identify and present to management and key stakeholders actionable insights and trends that improve the customer experience and generate value for the organization

• Independently identify solutions to stakeholder needs and define appropriate data analysis processes

• Leveraging Click-stream data and digital experience analytic tools to identify insights that drive increased customer engagement

• Support volume forecasting and related advanced analytics that drive operational goals and strategy with Business Process Outsourcer

• Partner with key stakeholders to identify and measure relevant performance indicators in rapidly changing environment

• Update and maintain relevant working tools and materials

• Undertake quality control and accuracy checks/audits

• Maintain Management information systems – contribute to the design and implementation of operational management information systems

• Support building presentations for Departmental managers to interface with the wider business

• Supporting projects by providing reports and analysis to measure the success of new initiatives

Requirements:

• At least 1 year of customer service operations experience in a high-volume call center environment with knowledge of key data sources and metrics

• Intermediate knowledge of SQL programming language and its function in data analysis

• 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 data visualization skills and experience with Looker Studio and Tableau

• Critical thinking skills to diagnose underlying challenges, identify opportunities for new data projects and derive insights from data

• The ability to multitask and demonstrate time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs