Lead Data Analyst

Job Description:

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, Investor's Business Daily, 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.

Your principal role as Lead Analyst is to design and lead continuous improvement projects that result in wider and more timely access to Customer-related data insights. You will display robust knowledge of reporting processes and support the Manager, Customer Experience Insights in the delivery of their key responsibilities. You will be an expert in working with a diverse group of stakeholders to support the success of the organization while influencing actions that result in better experiences for our customers and Customer Service teams. You will report to the Manager, Customer Experience Insights and be based in Princeton, New Jersey.

You Will:

• Work strategically with business and technical stakeholders to evaluate business needs and define impactful and efficient data solutions
• Partner with engineering teams to oversee changes to databases, with the objective of initiating new methods for extracting insights for the team
• Develop and execute projects aimed at improving the storytelling of key insights while reducing the effort and time to transform raw data into action
• Display knowledge of all reports and systems used by the Customer Experience Insights team
• Share knowledge with and provide training and support to analysts on the team
• Demonstrate flexibility with regards to fluctuating team workflows, priorities, and demands
• Identify opportunities for growth amongst team members and administer guidance where appropriate
• Act as a subject matter expert in performance management and key performance indicators
• Anticipate reporting needs and act as an advocate for the Customer Experience Insights team and Dow Jones Customer Service internally and among other departments
• Tackle new challenges as they appear, approaching them with curiosity and team-success in mind
• Cultivate and maintain robust relationships within Customer Service and across departments
• Undertake quality control and accuracy checks/audits on all reports produced by the Customer Experience Insights team
• Diagnose underlying challenges to insight generation and work with technical stakeholders to address deficiencies
• Design and deliver presentations for Departmental managers to interface with the wider business
• Update and maintain relevant working tools and documentation while championing a culture of data governance

You Have:

• Proven success in leveraging data to identify and influence process and experience improvements
• Ability to confidently manage business stakeholder expectations and establish achievable timelines for projects and ad hoc requests
• Experience presenting to executive stakeholders, arguing key points and addressing challenges against recommendations
• Ability to own a product's full life cycle from build to launch to maintenance
• Flexibility in workflow to manage multiple priorities
• Detail-oriented skillset with accuracy, and motivated to succeed
• Ability to concisely communicate dense data analysis using a storytelling technique
• 3+ years of experience
• Advanced SQL language and VBA programming skills
• Advanced Google Workspace skills
• Experience working with Google BigQuery, Adobe Analytics and AWS Athena
• Willingness to travel, the expectation will be that this role may require visits to each contact center
• Recognition that operational roles o