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Position Summary:
The Contact Center Analytics & Solutions team is looking for highly motivated Sr. Data Analyst who will be responsible for leveraging analytics to drive key performance metrics, identify operational efficiencies, and work on projects that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end user experience.
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Essential Duties and Responsibilities:
- Conduct analysis to drive valuable business insights, using internal analytics tools, ie SQL to access and manipulate from disparate data sources.
- Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, address speed performance issues.
- Ability to build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers.
- Perform more complex quantitative and qualitative analysis for business processes and projects.
- Develop and execute sales funnel analysis, lifetime value analysis, customer segmentation and forecasting.
- Design and analyze A/B tests to improve the user journey, develop contact center gamification strategies.
- Lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently.
- Proactively recommend new and innovative ideas/approaches to address changing needs that support performance for both tactical and strategic decision-making for contact centers.
- Develop best practices, standards, conduct query reviews and advise on optimizing queries to ensure quality deliverables.
- Encourage team growth with a focus on knowledge management, coaching/mentoring and developing cross functional relationships with team members.
Qualifications, Knowledge & Skills:
- 4+ years of relevant work experience in analytics, data centric role and/or business intelligence related field
- Strong analytical skills - with a proficient ability to read/write complex SQL queries for data analysis.
- Understanding of data warehousing concepts, relationship entity diagrams and relational databases
- Experience with data visualization tools (Tableau, PowerBi, etc.) and strong storytelling skills for technical and non-technical audiences.
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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