Senior Data Analyst - Consumer Behavior

San Diego, CA

Why You're Needed

We are looking for a Senior Data Analyst to support our global Customer Success team in ensuring timely and accurate customer analysis and reporting.  With your keen eye for detail, you'll gather consumer behavior data and conduct analysis allowing us to develop our understanding of customer feedback and product usage patterns. Ultimately, you'll be using all these important data points to help us improve our relationships with our clients and their customers. 

The role requires a blend of general technical and business knowledge. You must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.  We are looking for an exceptional person committed to improving customer insights, spotting trends in feedback and data, implementing customer communication strategies, providing insightful understanding of customer needs and making recommendations to improve our client’s new and existing products.  The end goal is to ensure complete customer satisfaction for our clients’ growing customer bases of payment card users.

The ideal candidate is a dedicated problem solver, is passionate about research, launching innovative new products, communicating with consumers and is a proven customer advocate. A strong understanding of customer analytics and the ability to spot trends and communicate them to clients is paramount.  We are looking for someone who is highly-motivated with technical experience, a general understanding of Marketing principles, excellent written and verbal communication skills and high enthusiasm for customer success.

What You’ll Do

  • Generate weekly/monthly data reports for management and clients to help them understand product usage trends and overall customer behavior.
  • Focus on positive end-user interactions to ensure each customer is successful with EngageFT’s products.
  • Advocate for customers by proactively organizing and presenting vital customer feedback to our Product and Marketing teams.
  • Become an Engage Financial Technology product expert; leverage your experience within the technology platform to provide customers with best practices support and advice.
  • Actively participate in improving our processes for onboarding customers.
  • Advocate new customer features and product improvements, directly influencing Engage Financial Technology’s product roadmap.
  • Help identify individual customer churn reasons and develop ‘save’ plans.
  • Generate fresh ideas and develop best practices on how to improve our customer experience and increase adoption of EngageFT’s products.
  • Assist with building, executing and tracking email campaigns.
  • Research and analyze customer product feedback, including tracking customer support analytics and perform NetPromoter research.
  • Define tagging requirements, configure analytics reporting, and devise segmentation and data analysis processes.
  • Creating data-driven insights about visitor behavior: from traffic patterns and customer segmentation to conversion funnel metrics.
  • Act as a conduit between our customer success and product teams, feeding back key insights and helping both teams work more effectively.

What You’ll Need

You’ll Need To Be Someone Who:

  • Is unflappable when faced with obstacles or challenges and is willing to roll up your sleeves and do what it takes to make sure each customer is successfully interacting with EngageFT’s products.
  • Has excellent presentation, written and verbal communication skills, and is comfortable speaking to and working with individuals at all levels of client organizations.
  • Is comfortable analyzing large sets of data with Business Intelligence tools and in using MS Excel.
  • Is adaptable and resourceful when approached with a situation that does not yet have a defined process or by a question that does not yet have an answer.
  • Is organized, detail-oriented and process-driven and can manage projects and assignments with many variables and strict deadlines.
  • Is a self-starter with strong ownership skills and is willing to go above and beyond for the client.
  • Can thrive in a self-directed role and work closely in teams of colleagues and/or customers in a pleasant and professional way.
  • Is an honest, dependable and enthusiastic professional looking for a rewarding and fast-paced career.
  • Is proactive and accountable.
  • Is someone with a commercial focus and awareness of how data-driven insights can be used to drive business value.
  • Has an attention to quality, accuracy and detail.
  • Has strong communication skills – able to communicate complex analytical concepts in a clear and concise manner to senior stakeholders.

You’ll Also Need:

  • 4-year degree or equivalent work experience
  • Excellent communication skills and strong customer focus
  • Fluency in written and spoken English essential, additional languages may be helpful
  • Strong ability to use Microsoft Excel & PowerPoint
  • Solid understanding of Internet technologies
  • Experience with Business Intelligence tools, like Tableau, and Analytics tools, like Google Analytics and MixPanel are a plus
  • Demonstrated ability to lead and manage initiatives to completion
  • Demonstrated ability to learn new skills quickly
  • Ability to work independently and as a part of a team
  • Detail-oriented
  • Proficiency with organization and time management; ability to multi-task
  • Experience maintaining robust and scalable information models and databases is desirable

Application

Please send an email to jobs@engageft.com with your portfolio, resume, and a paragraph describing why you'd be the best candidate for this position.