Analyst II, Customer Digital Engagement

** I.

Job Summary *
* Under general supervision, provides intermediate-level data analysis, reporting, and recommendations within assigned areas of expertise to support and enhance workflow, customer experience, and communications. This role owns business analysis work streams for operational customer communications, customer contact data integrity, and customer portal enhancements, serving as a bridge among business stakeholders, operations, and technology partners.

** II.

Essential Duties and Responsibilities *
* + Subject Matter Expert for assigned functions, including operational customer messaging work streams in Salesforce Marketing Cloud.

+ Prepares reports summarizing data, changes, trends, and performance for management use. Provides assessments and recommendations to management.

+ Leads intermediate-level analysis of customer contact data quality, identifies root causes, and recommends scalable improvements.

+ Reviews and refines business requirements, user stories, defect details, and enhancement requests for Customer Portal initiatives.

+ Resolves issues arising from internal department functions or brought forth by internal or external customers to the assigned department.

+ Tracks issues to resolution with business and technology partners and clarifies business impact and priority.

+ Monitors overall workflow to ensure timely completion of projects and daily work requirements.

+ Assists with special projects within the assigned department or as part of cross-functional teams as required or assigned.

+ Monitors department processes and workflow to ensure overall accuracy and quality of data and work output.

+ Identifies areas of risk as new or changed processes are implemented.

+ Recommends changes, updates, and processes for continuous improvement in areas of expertise.

+ Evaluates current training methods and materials for the assigned group and recommends improvements. Reviews and creates training as needed.

+ Provides training and support to less experienced members of the assigned department, as well as internal and external customers, as needed.

+ Other duties as assigned.

** III. Qualifications*
* A.

Required Qualifications

+ Bachelor's Degree (accredited) in Business Administration related or similar area of study, or in lieu of degree

+ High School Diploma or GED (accredited) and 4 years of relevant work experience.

+ 3 years of relevant work experience (in addition to education requirement).

B.

Preferred Qualifications

+ Relevant Work Experience in business analysis, reporting, digital operations, customer communication, or related disciplines

C. Knowledge, Skills, or Abilities

+ Intermediate to advanced skills in Microsoft Office Suite, particularly Excel, as well as general business and/or accounting systems.

+ Intermediate to advanced analytical and reporting capabilities

+ Strong communication skills and an ability to translate business needs into actionable requirements

+ Ability to apply business knowledge to varied operational and project situations

+ Familiarity with project management practices, training, and process improvement methods

+ Experience working with large datasets, workflow monitoring, and issue resolution

+ Preferred technical familiarity with email design and management platforms

+  
** Workstream Ownership:
** Independently manages work streams and drives tasks to completion.

+  
** Business Analysis** :
Converts stakeholder needs into clear requirements, user stories, and recommendations.

+  
** Data-Driven Decision Making:
** Uses reporting and analysis to identify trends, root causes, and improvement actions.

+  
** Process Improvement** :
Identifies risks, recommends changes, and supports implementation of better workflows.

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** Stakeholder Management:
** Coordinates effectively across business, operations, marketing, and technology teams.

+  
** Coaching / Enablement:
** Supports training and development of less experienced team members.

** IV.

Physical Requirements *
* Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the…