Business Analyst -Customer Service

 

POSITION:  Business Analyst – Customer Service

LOCATION: Mahwah, NJ

 

Live the Exceptional With Soul. This is the singular purpose of JLR.

 

At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.

 

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

 

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

 

Reporting to the Financial & Analytics Manager, the successful candidate will primarily be responsible for development of automated tools/dashboards to present Parts, Accessories and Finance metrics to internal and external stakeholders. This role will be a key lead in data analysis for the two departments (Customer Care – responsible for Parts & Accessories and Finance) with potential exposure to senior leadership regarding recommendations based on analytical findings.

 

What you will be doing:

• Maintaining database of customer service metrics, source files, and Tableau dashboards / Provides daily reporting and analysis of CC (Customer Care) results for the field and corporate management.
• Working with various departments to research data requirements, summarize results, and develop algorithms to implement effective, dynamic reporting.
• Performing analysis on available data sources and make recommendations as to how best represent CC metrics / Working with business owners to drive revenue objective achievement.
• Independently leveraging a variety of internal and external resources to bring projects to completion / Utilizing analytic tools such as Tableau via the data lake, converts analytical results into visually aesthetic, intuitive charts and graphs for quick executive consumption.
• Performing financial analysis, primarily variance calculations and interpretation of variances for each of the revenue and cost elements for Parts and Accessories business.
• Supporting budget/forecast variance analysis by providing relevant drivers obtained through analytical data (i.e., detailed retailer performance, etc.)
• Responsible for providing direct support in the preparation of the CC budget/forecast process through utilization of analytical data (i.e., historical trends, seasonality trends, etc.)
• Performing ad-hoc analysis as requested and other duties as required, including training users throughout the company on how to utilize and interpret analytic results.

 

What you will need:

• BA/BS in a financial or quantitative field, or equivalent work experience.
• Knowledge in Financial Analysis
• Advanced analytical and project management skills