Customer Care Business Analyst

Position Overview

The Business Analyst provides a strategic business view of current performance and opportunity areas for the Customer Connection Center (C3) leadership team. The role works closely with business units and product teams to inform reporting, design, and implementation of initiatives that support C3 strategy.

• Develop and maintain monthly executive reporting.
• Conceptualize initiatives by understanding business objectives, scope, approach, and outcomes.
• Manage data collection, measurement, and analysis.
• Fulfill ad‑hoc research or analytics requests using proprietary data and external sources.
• Identify patterns and generate actionable insights to facilitate key operational strategic decisions.
• Assist in the development of department KPIs and identify and establish efficiencies to streamline operations.
• Collaborate with the business analyst and reporting specialist team to identify and address operational, financial, and technological risks within the business.
• Identify and capitalize on improvement opportunities and evaluate the performance of project teams to ensure targets and deadlines are met.
• Articulate ideas and viewpoints to the Leadership team.
• Identify and initiate data projects, manage resources, drive the resolution of issues, and hold self and team accountable for results.
• Lead ad hoc analysis as needed to support management requests within the department and with other key departments and to identify opportunities for performance improvement.
• Develop, maintain, and continuously improve complex interactive dashboards and static reporting to assist functional groups and Leadership team with decision making.
• Support project management implementation and assist with department training and development.
• Identify opportunities for process improvement and perform additional duties and projects as assigned.
• Consistent regular scheduled attendance is considered an essential function of this job.

• Education: BA in Mathematics, Business, Analytics, Statistics, or a similar field.
• Experience: 3+ years of experience in business analysis, data analysis, or similar roles (less experienced candidates with demonstrated proficiency may be considered).
• Technical skills: Advanced Excel (complex formulas, pivot tables, automation);
  Proficient in Alteryx, Tableau, SQL, and Python.
• Data platform: Experience working with cloud data platforms such as AWS Redshift or similar.
• Dashboarding: Demonstrated success in building interactive dashboards for leadership decision‑making.
• Integration: Working knowledge of APIs and data integration techniques.
• Strong attention to detail and ability to meet tight deadlines in a remote setting.
• Excellent communication skills with the ability to explain technical results to non‑technical users.

Signet Jewelers is committed to diversity, inclusion, and equity and encourages applicants from all backgrounds.