Product Operations Analyst, Experian Consumer Service (remote)

Company Description

About us, but we’ll be brief
Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been name in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

Experian’s Consumer Services (ECS) group is defining the next Big Data thing for consumers. What could be more exciting – personally and professionally – than being part of a disruptive business? Consider growing your career with the industry’s best by joining the leader that continues to disrupt the competition. As the market leader, we pride ourselves on building new markets and leading the pack through continuous evolution and innovation. It’s a position ECS has enjoyed for more than a decade and we aren’t looking to stop now.

Job Description

What you’ll be doing
Experian’s Direct-to-Consumer (D2C) Product Operations team is seeking a talented Product Operations Analyst II. You will be responsible for managing ongoing and time-sensitive Product Operations support for product features and functions in our ECS D2C portfolio. You will help strengthen product feedback loops between customers, Product, and Technology to deliver more value to customers faster.

As a Product Operations Analyst II, you will play a key role in partnering with multiple internal and external teams to ensure successful handling and resolution of escalated customer issues. You will use data to track and identify customer feedback trends and themes. You will identify opportunities for process improvements, and help define, communicate, and execute those improvements.

We’re looking for a detail-oriented individual with a strong passion for improving customer experience and the ability to dig into technical analysis. The ideal candidate is a problem-solver with strong organizational skills, who can own processes and make decisions based on logic, data, prioritization, and good judgment. The ability to manage multiple complex workstreams in a highly regulated environment is critical.

Responsibilities:

• Data analysis: capture, organize, and surface customer feedback & escalations data in high impact, accessible ways to facilitate product & customer insights. Continually analyze customer feedback & escalations data to identify customer issue trends, themes, and process gaps, then articulate and document recommendations for optimization and improvement opportunities based on that data & insight.
• Develop subject matter expertise around pertinent product features in the ECS product portfolio, along with supporting systems and technologies. Help manage operational and product analytics around customer issue escalations, focusing on pre-launch process creation and post-launch production support.
• Assist in managing day-to-day operations of customer escalations tied to various products.
• Perform research and investigation of customer escalations to determine root cause and next-step recommendations.
• Collaborate closely with Product, Technology, Customer Care, BusOps, and external partners to track, drive, and resolve customer escalations in a systematic and timely fashion.
• Help facilitate Benefit Delivery Incident Management for close-loop resolution including triage, research, remediation, etc.
• Assist in setting and administering product and operational standards, processes, and procedures for the ongoing operation of products, customer escalations, and feedback.
• Execute on several tasks and workstreams concurrently while balancing shifting priorities.
• Scale and disseminate product knowledge across the organization for new or updated product features (e.g. creating/maintaining a knowledge base, internal training, etc.).

Qualifications

What your background looks like

• Bachelor's degree
• 3+ years of experience in product operations, operations strategy, product analytics, business analyst, or similar systems analytical roles that worked closely with Product and Engineering teams
• Adept in SQL, Excel, and data tables – experience working with big data and writing advanced PostgreSQL queries (AWS Redshift, Python, DynamoDB experience is a plus)
• Solid knowledge in Agile software tools (e.g. Jira) and methodologies
• Experience working with data visualization and/or business intelligence software (e.g. Tableau)
• Experience with Serverless Computing systems (e.g. AWS Lambda, Microsoft Azure Functions, IBM OpenWhisk).
• Strong technical acumen, curiosity, and familiarity with new technologies, APIs, programming languages, and databases (Postman