About the Team:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands, including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance.

About the Role

Your principal role as Lead Analyst is to design and lead continuous improvement projects resulting in wider and more timely access to Customer-related data insights. You will display knowledge of reporting processes and support the Manager, Customer Service Insights in the delivery of their key responsibilities. You will be an expert in working with a diverse group of partners to support the success of the organization while influencing actions that result in better experiences for our customers and Customer Service teams. You will be based in our New Jersey office reporting to the Manager, Customer Service Insights.

You Will:

• Work strategically with business and technical stakeholders to evaluate needs and define impactful and efficient data solutions

• Develop and execute projects aimed at improving the storytelling of key insights while reducing the effort and time to transform raw data into action

• Display knowledge of all reports and systems used by the Customer Service Data Analytics team

• Share knowledge with and provide training and support to analysts on the team

• Be a subject matter expert in performance management and key performance indicators

• Anticipate reporting needs and act as an advocate for the Customer Service Data Analytics team and Dow Jones Customer Service internally and among other departments

• Cultivate and maintain robust relationships within Customer Service and across departments

• Undertake quality control and accuracy checks/audits on all reports produced by the Customer Service Data Analytics

• Diagnose underlying challenges to insight generation and work with technical stakeholders to address deficiencies

• Design and deliver presentations for Departmental managers to interface with the wider business

• Update and maintain relevant working tools and documentation while championing a culture of data governance

You Have:

• Proven success in leveraging data to identify and influence process and experience improvements

• Ability to confidently manage business stakeholder expectations and establish achievable timelines for projects and ad hoc requests

• Experience presenting to executive stakeholders, arguing key points and addressing challenges against recommendations

• Ability to own a product's full life cycle from build to launch to maintenance

• Flexibility in workflow to manage multiple priorities, and are detail-oriented, accurate, and motivated to succeed

• Ability to concisely communicate dense data analysis using a storytelling technique

• 3 - 5 years of Contact Center operations experience

• Advanced SQL language and VBA programming skills

• Advanced Google Workspace skills

• Experience working with Google BigQuery, Adobe Analytics and AWS Athena

• Willingness to travel, the expectation will be that this role may require visits to each contact center

• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

• Experience working with Data Engineering and maintaining a culture of Data Governance (preferred)

• Intermediate Python and R programming skills (preferred)

• Entrepreneurial mindset with curiosity to explore new and existing technologies for data analysis and storytelling (desired)

Our Benefits

• Comprehensive Healthcare Plans

• Paid Time Off

• Retirement Plans

• Comprehensive Medical, Dental and Vision Insurance Plans

• Education Benefits

• Paid Maternity and Paternity Leave

• Family Care Benefits

• Commuter Transit Program

• Subscription Discounts

• Employee Referral Program

#LI-Hybrid

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Union role

Pay Range: $95,000 - $120,000

We recognize that attracting the best talent is key to our strategy and success as a company.As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..

Req ID: 49849