Analyst , Customer Digital Engagement

Job Summary

Under general supervision, provides data analysis, reporting, and operational support across customer communications, contact data integrity, and digital experience platforms. Provides data analysis in order to support and enhance overall department workflow, customer service, improvement and work quality.

• Subject Matter expert for assigned functions.
• Supports operational customer messaging activities in Salesforce Marketing Cloud, including template updates, audience preparation, send support, and QA.
• Prepares reports on data summaries, changes, and trends for use by management. Provides assessment and recommendations to management.
• Analyzes customer contact data to identify inaccuracies, and process inefficiencies.
• Resolves issues arising from internal department functions, or as brought forth by internal or external customers to assigned department.
• Assists with user stories, requirements documentation, testing, and defect tracking for the Customer Portal.
• Tracks issues to resolution within department and in partnership with other groups.
• Monitors overall work flow to ensure timely completion of projects and daily work requirements.
• Assists with special projects within assigned department or as part of cross-functional teams as required or assigned.
• Monitors department processes and work flow to ensure overall accuracy and quality of data and work output.
• Determines areas of risk as new or changed processes are implemented.
• Recommends changes, updates and processes for continuous improvement in areas of expertise.
• Assists with training and change management communications for assigned areas.
• Other duties as assigned.

• Required Qualifications
  • Bachelor's Degree (accredited) in Business Administration, Analytics, Marketing, Information Systems, or related or similar area of study, or in lieu of degree
  • High School Diploma or GED (accredited) and 4 years of relevant work experience.
• Preferred Qualifications
  • No prior work experience (in addition to the education requirement).

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.

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

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.

The expected base pay range for this onsite position is $56,100 - $80,707. 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 bonus.

• Employees receive 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.