About the position
The Senior Digital Analyst at SRP plays a pivotal role in the Market Analytics & Performance team, focusing on leveraging data and insights to enhance products and services, improve customer value and experience, and inform integrated communication strategies. This position is responsible for leading the advancement of multichannel analytical capabilities that inform critical business decisions related to product and service portfolio refinement, customer experience, campaign planning, and optimization. The successful candidate will formulate data-driven analytics strategies and craft sophisticated reporting dashboards, empowering stakeholders with actionable insights for informed business decisions. In this role, the Senior Digital Analyst will collaborate with cross-functional teams to identify, develop, and monitor key performance indicators (KPIs) that drive customer value. This includes defining, governing, activating, and analyzing data across various platforms such as Adobe Analytics, Zeta, Qualtrics, Optimizely, Power BI, Tableau, and others. The analyst will work closely with engineers to ensure proper configuration of website analytics, driving actionable insights and recommendations to enhance website performance. The position also involves leading data analysis projects aimed at increasing customer engagement and improving overall customer experience across all interaction platforms. The analyst will perform in-depth analysis of user behavior across multiple channels, including mobile, social media, web, app, email, and more, providing recommendations for conversion improvements and experimentation. Additionally, the Senior Digital Analyst will synthesize data and customer research to create presentations that make fact-based recommendations and serve as a mentor to other team members by sharing expertise.
Responsibilities
- Work with cross-functional teams to identify, develop and monitor KPIs based on a clear understanding of what drives customer value, including both leading and lagging indicators.
- Define, govern, activate, and analyze data using platforms across domains such as product analytics (Adobe Analytics), customer data platforms (Zeta), experience management (Qualtrics), experimentation (Optimizely), Business Intelligence tools (Power BI, Tableau), and customer experience (Zeta Marketing Platform, Sprinklr, Litmus, SiteImprove).
- Collaborate with engineers to ensure website analytics are configured properly to measure performance, driving actionable insights and recommendations to improve website performance, including deploying tracking pixels through a tag management tool, ensuring the design, content, and deployment of website data layers correctly tracks necessary events and properties.
- Use current technology to govern and administer architecture of tracking parameters used by all stakeholders for attribution and reporting purposes.
- Effectively communicate and collaborate with internal teams on data and analysis, and train users on reporting tools to enable cross-functional self-service.
- Lead and execute data analysis projects aimed at growing the engagement of SRP customers and improve their overall experience on all customer interaction platforms.
- Perform in-depth cross-platform analysis of mobile, CIVR, social media, web, app, email, paid/owned media, direct mail, and surveys.
- Responsible for tracking, reporting and analyzing online and offline user behavior, campaign performance, pipeline attribution, and conversion rates throughout the customer journey, including recommendations for conversion improvements and/or experimentation.
- Provide actionable insights and recommendations to maximize SRP's product and service offerings, customer satisfaction, customer loyalty, and business performance.
- Synthesize data, insights, and customer research to create presentations that make fact-based recommendations.
- Serve as mentor to other team members by openly sharing expertise.
Requirements
- Minimum of 3 years experience in digital analytics or a related field, with a proven track record of leading analytical projects.
- Completion of a Bachelor's Degree from an accredited institution that prepares the employee for the assignment.
- Experience with data analysis tools and platforms such as Adobe Analytics, Zeta, Qualtrics, Optimizely, Power BI, and Tableau.
- Strong understanding of customer journey analytics, attribution modeling, and performance measurement.
- Ability to communicate complex data insights in a clear and actionable manner to stakeholders.
- Experience in collaborating with cross-functional teams and training users on reporting tools.
Nice-to-haves
- Experience in the utility or public service sector.
- Familiarity with customer experience management tools and methodologies.
- Knowledge of advanced statistical analysis techniques and tools.
Benefits
- Pension Plan (at no cost to the employee)
- 401(k) plan with employer matching
- Medical, vision, dental, and life insurance available from the first day
- Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
- Parental leave (up to 4 weeks) and adoption assistance
- Wellness programs (including access to a recreation and fitness facility)
- Short and long-term disability plans
- Tuition assistance for both undergraduate and graduate programs
- 10 Employee Resource Groups for career development, community service, and networking
