Senior Digital Analytics Analyst

Overview

National Debt Relief is seeking a detail-oriented and insights-driven CX & Digital Analytics Senior Analyst to support the measurement and optimization of our end-to-end digital customer experience. This role sits at the intersection of data, technology, and customer experience, helping to ensure we collect, analyze, and activate data across web, mobile, chat, and support channels.

 

As a Senior Analyst, you will work closely with Product, Marketing, Engineering, and Client Experience teams to deliver reporting, uncover trends, and generate actionable insights that improve customer journeys, increase conversion rates, and enhance satisfaction.

 

Responsibilities

Essential Duties/Responsibilities:

• Support the design and execution of CX and digital analytics strategy, including measurement planning, tagging frameworks, and KPI development.
• Assist with the implementation and QA of digital tracking via Google Tag Manager, Adobe Launch, or Tealium
• Collaborate with product, CX, and marketing teams to capture data requirements and ensure accurate event tracking.
• Analyze funnel performance, engagement metrics, and client satisfaction signals across digital and assisted channels.
• Develop and maintain dashboards in tools like Sigma, Tableau, or Power BI to deliver real-time insights to stakeholders.
• Use GA4, Adobe Analytics, and SQL to identify CX friction points and recommend UX or process improvements.
• Contribute to the analysis of digital test-and-learn efforts (A/B or multivariate) to quantify impact and optimize experiences.
• Collaborate with data engineering to ensure digital data flows into Snowflake or enterprise platforms for unified analytics.
• Stay ahead of digital analytics trends, data privacy regulations (GDPR, CCPA), and evolving best practices in customer experience measurement.

Qualifications

Education/Experience:

• Bachelor’s degree preferred
• 5 years in digital, product, CX, or marketing analytics
• Strong SQL skills (Snowflake preferred) and comfort with data modeling and manipulation.
• Hands-on experience with GA4, Adobe Analytics, Mixpanel, or similar platforms.
• Familiarity with tag management systems such as GTM, Adobe Launch, or Tealium.
• Experience with CX optimization, funnel performance tracking, and self-service channel performance.
• Familiarity with A/B testing frameworks and experimentation design.
• Experience with visualization and dashboarding tools like Tableau, Sigma, Looker, or Power BI.
• Ability to communicate complex data clearly and drive action across technical and non-technical teams.

Required Skills/Abilities:

• Experience in financial services or fintech, especially client onboarding or customer support journeys.
• Familiarity with server-side tracking, CDPs (e.g., Segment, mParticle), or customer data governance frameworks.
• Background in digital attribution modeling, journey analytics, and lifecycle measurement.
• Experience with Python, BigQuery ML, or Airflow is a plus.
• Strong documentation habits — including tracking specs, SQL templates, and dashboard standards.

Customer-facing positions only:

• Clearly explain details about the company's debt settlement program to current clients.
• Recall details of calls with clients and to record those details accurately in Salesforce.
• De-escalate stressful situations.
• Support and de-escalate vulnerable and sometimes difficult clients.

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position, overtime eligible if classified non-exempt.

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is