JOB SUMMARY:
The Business Intelligence Analyst is responsible for gathering and analyzing data and market research findings and disseminating that accurately and succinctly to support strategic customer-focused initiatives. This position will gather and synthesize information from multiple sources, including internal data systems, third-party subscription services and open-source information, and work with data scientists and other internal partners to deliver compelling customer insights. This position must communicate effectively and proactively identify ways to improve customer service, marketing, communications, and sales.
JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills)
- Bachelor’s and/or master’s degree in business, marketing, communications, data analytics, or a related field
- Experience in business intelligence, market research, marketing, and/or communications
- Demonstrated business acumen and abilities to decipher, understand and apply research findings and business data and applications to stated objectives
- Verbal and written communication skills
- Ability to assimilate and analyze large data sets of both a quantitative and qualitative nature
- Reporting, data visualization, primary and secondary research, and predictive analytics concepts
- Understanding of marketing, sales, customer service, finance, and business practices
- Demonstrated comfort level engaging with business leaders at various levels concerning their organizational goals, needs and strategies
- Ability to manage and prioritize multiple projects simultaneously involving internal and external stakeholders
- Ability to effectively collaborate in highly cross-functional environments, engage diverse stakeholders, and translate significant information and varied points of view into insights that will impact customer services, marketing, and operations
- Ability to meet deadlines
- Fast learner with a demonstrated ability to connect the dots and apply sound business judgment
- A customer service/customer-oriented mindset
- Proficiency with Excel, PowerPoint, and other presentation software; Power BI, Tableau or related data visualization and dashboarding applications; experience with data modeling a plus
MAJOR JOB RESPONSIBILITIES:
This role will be responsible for the delivery of customer insights and market intelligence supporting strategic objectives and business operations across the Customer Experience organization and other business units, and includes but is not limited to:
- Develop, present, and support market research projects to facilitate and support growth initiatives
- Assist Customer Service team with analysis of customer preferences, journeys, and best practices recommendations
- Assist Marketing and communications teams with analysis of customer preferences and behaviors to drive personalized and targeted campaigns
- Identify industry trends and customer preferences, competitor- and peer-utility activities, and staying abreast of industry news, innovations, and economic conditions
- Effectively communicate research and analysis to client groups, peers, and mid-level and executive management
- Conduct proactive and ad-hoc research and analysis to support client groups
- Develop and support creative approaches to qualitative and quantitative research and analysis, data mining, content delivery/communication, and project documentation
- Establish relationships to understand the business needs of partners and clients
- Communicate technical information and complex data to non-technical audiences in a logical and concise manner