Job Description Summary:

What you need to know about the role As a Data Analyst within Global Complaints Management, you will be a hands-on team member that will deep dive into our databases to uncover meaningful insights to improve the experience of our millions of customers. This role sits within the Global Complaints Management Program, and you will be a key player in understanding complaint drivers, proposing solutions for complaint reduction and measuring the impact of our efforts. Meet our team Global Complaints Management is responsible for the end to end management of the complaints lifecycle. This role is crucial in order to size complaint drivers, create post launch monitoring reporting, provide support to multiple stakeholders across the business regarding complaints and work on proactive projects to drive efficiency within our team using data.

Job Description:

• You are an analytical thinker with the ability to drive analysis end to end.
• You are a strong team player that inspires those around you to do amazing work.
• Comfortable working in an agile environment and with cross-functional teams, with an appetite to learn and pick up new technology.
• Self-driven, process oriented with great documentation skills.
• Work on ad hoc data requests that relate to multiple aspects of our business, products, and processes.
• Translate ambiguous, unstructured business problems into clear data questions.
• Retrieve data using BigQuery and SQL.
• Analyze large and complex data from multiple sources.
• Communicate findings from data and analysis to peers and senior stakeholders.
• Collaborate with cross functional teams to support business critical initiatives.
• Work on more longer-term projects that are going to benefit the complaint organization.
• Create post launch monitoring of a new product/feature/process from a complaints perspective.

What Do You Need To Bring

• Strong research and analytical skills, strategic and creative thinking.
• Proficient in working with databases and using SQL.
• Experience in data mining and discovering insights.
• Experience in building useful visuals to communicate and interpret data insights.
• Experience in working with transcripts/text data.
• Basic understanding of Python, R or other programming language to performance data analytical tasks.
• Basic understanding of statistics and probabilities is a plus.
• Basic understanding of model building and validation process is a plus.
• Excellent oral and written communication skills.