Analyst II, Customer Digital Engagement

Overview

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 related to operational customer communications, customer contact data integrity, and customer portal enhancement efforts, serving as a bridge between business stakeholders, operations, and technology partners.

• Subject Matter Expert for assigned functions, including operational customer messaging work streams in Salesforce Marketing Cloud.
• Prepare reports on data summaries, changes, trends, and performance for management; provide assessment and recommendations. Lead intermediate-level analysis of customer contact data quality, identify root causes, and recommend scalable improvements. Review and refine business requirements, user stories, defect details, and enhancement requests for Customer Portal initiatives. Resolve issues arising from internal department functions or from internal or external customers.
• Track issues to resolution with business and technology partners and clarify business impact and priority.
• Monitor overall workflow to ensure timely completion of projects and daily work requirements.
• Assist with special projects within assigned department or cross-functional teams as required or assigned.
• Monitor department processes and workflow to ensure overall accuracy and quality of data and work output.
• Determine areas of risk as new or changed processes are implemented.
• Recommend changes, updates, and processes for continuous improvement in areas of expertise.
• Evaluate current training methods and materials for assigned group and recommend improvements; review and create training as needed.
• Provide training and support to lesser experienced members of assigned department as well as internal and external customers.
• Other duties as assigned.

• Required Qualifications
• Bachelor's Degree (accredited) in Business Administration, Analytics, Marketing, Information Systems, or similar area of study, or in lieu of degree.
• High School Diploma or GED (accredited) and at least 4 years of relevant work experience.
• 3 years of relevant work experience (in addition to education requirement), ideally in business analysis, reporting, digital operations, customer communications or related disciplines.

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 essential functions of the job.

Office:
This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay:
The expected base pay range for this on‑site position is $68,420 - $98,400. This range represents a good‑faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for a bonus.

Benefits:
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short‑term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.