Analyzes data, assesses trends and develops actionable insights and recommendations in support of business objectives. Trains and develops junior analysts.

Core Technical Skills

Advanced Tableau Expertise
Ability to design interactive dashboards, automate reporting, and modernize legacy reports (e.g., transition from Excel, Cognos, or other BI tools to Tableau for contact center performance and SLA reporting).

Strong SQL Proficiency
Skilled in writing complex queries, optimizing performance, and integrating data from multiple sources, including enterprise data lakes and cloud-based platforms (e.g., AWS environments).

Python for Automation and Analytics
Experience using Python for data transformation, automation, and advanced analytics, including predictive modeling and integration with visualization tools (e.g., leveraging TabPy with Tableau).

Operational & Service Remediation Focus

• Own and manage business-as-usual (BAU) operational reporting, including Operations Index, Client SLA, and vendor/service provider SLA dashboards.

• Develop and support Service Reimagination dashboards to enhance operational transparency and performance monitoring.

• Support Friction Reduction dashboards and related analytics to improve participant/client experience and reduce repeat contacts.

• Partner with Data Engineering teams to automate workforce management (WMS) reporting and build scalable, reusable data products that enable self-service analytics.

• Design highly polished, executive-ready dashboards with exceptional visual appeal, intuitive navigation, and compelling data storytelling for senior leadership.

TS2 Behavioral & Leadership Expectations

• Lead projects independently: Gather requirements, design dashboards and scripts, and deliver end-to-end analytical solutions with minimal oversight.

• Translate business needs into actionable insights: Apply strong data storytelling and visualization techniques to influence decision-making and drive measurable outcomes.

• Mentor and collaborate: Actively engage with peers and junior analysts, share best practices, and contribute to broader analytics communities and knowledge-sharing forums.

• Demonstrate strong business acumen and stakeholder management while driving reporting modernization and continuous improvement initiatives.

Qualifications

• Minimum of five years related work experience.

• Undergraduate degree or equivalent combination of training and experience.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.