We are hiring a Senior Data Analyst on our CC (Conversational Channels) Team. As a senior analyst in Digital & Analytics, you will leverage analytics to surface insights of client behavior and operational cost drivers to influence product decisions and roadmap for the benefit of our clients. The CC team provides analytical support to identify opportunities to optimize our call routing, agent support technology, and GenAI capabilities across voice and chat channels in an effort to reduce operational costs and improve client experience.

In this role you will:
• Engage with internal partners to understand business strategy, questions, and goals. Bring structure to business requests, translate requirements into an analytical project approach, and complete analyses.
• Acquire and compile structured and unstructured data and verify its quality, accuracy, and reasonableness.
• Perform analyses of historical data to surface trends and insights using advanced analytical methods.
• Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Develop, own, and manage recurring analytic or reporting processes.
• Mentor, coach, train, and develop junior data analysts. Proactively expand knowledge of business and analytics and shares with team members.
• Share and document best practices.
• Participate in special projects and perform other duties as assigned.

What you will learn:

• Perform in a highly collaborative environment

• Successfully apply appropriate descriptive, prescriptive, predictive and other forms of Analytics
• Master how to design, build, and analyze statistical experiments

• Influence strategy, roadmap and product enhancements through data and insights

Core Responsibilities

1. Engages with internal partners to understand business strategy, questions and goals. Brings structure to business requests, translates requirements into an analytical project approach, and leads projects through completion. Delegates tasks and provides tactical and strategic guidance to peers.

2. Acquires and compiles structured and unstructured data and verifies its quality, accuracy and reasonableness.

3. Performs analyses of historical data to surface trends and insights using advanced analytical methods. Validates analytical techniques employed by other analysts.

4. Prepares and delivers visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.

5. Develops, owns and manages recurring analytic or reporting processes.

6. Mentors, coaches, trains, and develops junior data analysts. Proactively expands knowledge of business and analytics and shares with team members. Shares and documents best practices.

7. Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of five years related work experience.
• Undergraduate degree or equivalent combination of training and experience.
• Coding knowledge in SQL and Python
• Experience presenting data finding to key stakeholders
• Experimentation is nice to have (A/B Testing, Data Modeling, etc.)

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.