OVERVIEW
The Data Analyst position will be responsible for providing data and business reporting and analysis expertise to the Member Experience team. This role will work closely with the Sr. Project Manager to create, prepare, evaluate, and summarize reports based on data derived from the Clarabridge system. In addition, this role will provide guidance and input on identification of additional reports and data analytics based on findings derived from Clarabridge and the needs of internal team members.
The Data Analyst will work with S3 team members and with staff from S3’s partners in the interest of providing data and analytics support to allow better decision making, improved member experience, to identify member challenges, and understand member sentiment.
The Data Analyst will provide analytical support for the Clarabridge reporting products including dashboards, custom reporting tools, and interactive analytics tools. They will also gather feedback from product users to identify opportunities for additional dashboard and report items.
S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation.
RESPONSIBILITIES
- Translates business requirements to dashboards and reporting tools
- Completes data analysis and identifies trends
- Develops data models and queries
- Develops auditing models
- Presents findings clearly and makes recommendations for action
- Measures and reports member sentiment across channels
- Creates dashboards and reports for stakeholders
- Identifies and tracks issues
- Recommends and tracks enhancements
- Provides user training, access management, and support
- Supports the Senior Project Manager
- Provides analysis that highlights current trends in the membership base and identifies trends that are impacted by market forces
- Assists in the analysis of data to answer specific business questions asked by clients and internal business groups
- Synthesizes analysis findings and communicates them to our partners as needed in order to drive further understanding of the business and influence joint activities between S3 and our partner Credit Unions
- Helps to establish and nurture cross-departmental relationships to ensure data, reporting, and analytic needs are identified and brought to the forefront of our processes and strategy
- Consults with users to perform needs analysis and determine appropriate solutions for their reporting, dashboard, and analytical needs
- Prepares status reports by collecting, analyzing, and summarizing information and trends
- Validates and ensures systems are functioning correctly during system upgrades, new releases, and enhancements and reports any issues to vendor
- Maintains up-to-date training from the vendor and passes along training materials and information to others using reports and dashboards
- Works with the Member Experience team to assist in determining the cause of issues and coordinates resolution/enhancement implementation
- Acts as the S3 subject matter expert for Clarabridge
QUALIFICATIONS
- 1-2 years’ experience of analytics/consulting or similar experience required to demonstrate ability to interact with clients, peers and senior leadership in an analytic-focused environment related to marketing and or product strategy/execution
- Strong business and data analytics experience
- Strong relationship building skills
- Champions improvements and innovation; consistently seeking opportunities for efficiencies and streamlining processes
- Strong interpersonal skills and ability to thrive in high-pressure situations
- Outstanding time management and organizational skills
- Proficient in MS Office (Access, Word, Excel, PowerPoint, Outlook)
- Strong communication skills, both verbal and written
- Must be able to articulate and discuss possible solutions
- Excellent customer service skills with a high attention to detail
- Prioritize workload based on department requirements and member needs
- Strong analytical skills required with a high degree of accuracy
- Ability to work flexible hours as needed
- Ability to multi-task in other areas of the unit
- Aptitude to work independently as well as part of a team
- Positive attitude and team-oriented
- Ability to function in a rapidly changing environment
- Proven ability to develop and maintain positive working relationships
- Skilled at active listening and capable of facilitating discussion
