Sr Adobe Analytics Engineer & Analyst at Citizens

Citizens Bank - Westwood, MA

Full-time - Mid Level

Westwood, MA

Credit Intermediation and Related Activities

About the position

The Digital Data Engineering & Insights team at Citizens is dedicated to providing analytics, tracking, and insights/reporting delivery functions. The mission of this team is to proactively anticipate and predict customer and prospect behaviors, leveraging data and research-driven insights to fuel strategic growth for the Digital Banking & Customer Experience division. We are seeking a highly skilled Sr Digital Data Engineer & Reporting Partner who possesses extensive experience with Adobe Analytics and Experience Cloud, particularly in tag management systems such as Ensighten Tag Manager and Adobe Analytics. In this role, you will be responsible for implementing and validating Adobe tracking and pixel tags, ensuring that technical configurations in Ensighten and/or Adobe Launch are executed correctly so that tags fire properly and data flows seamlessly for accurate reporting. As a key member of our team, you will analyze data sets, provide insightful recommendations, and communicate strategic ideas to the business. Your contributions will help develop and implement digital analytics reporting and measurement across Citizensbank.com, Online Banking, and the Citizens Bank Mobile App. You will be tasked with developing tagging requirements documentation and executing the technical implementation of Adobe Analytics tagging across various digital assets. Additionally, you will validate and troubleshoot tagging and tracking issues, maintaining clear communication with stakeholders through tools like JIRA. Your role will also involve collaborating with the Digital Analytics team to provide effective tracking solutions and analyzing user behavior data to report on traffic sources, visitor behavior, and overall customer experience. You will assist in the development of customer servicing reporting and measurement for products and features across Online Banking and the Citizens Bank Mobile App, leveraging industry research and competitive data to generate actionable insights. Your analytical skills will be crucial in identifying data trends and anomalies, making recommendations to enhance business performance for each digital product line you support. Furthermore, you will collaborate with business executives to present key findings and insights, working closely with cross-functional teams such as Marketing, Digital Sales, and Digital Banking to provide tailored reporting and analysis.

Responsibilities

• Develop tagging requirements documentation and execute technical implementation of Adobe Analytics tagging across Citizens Bank sites and digital assets in Ensighten Tag Manager or Adobe Launch.
• Execute technical implementation of pixel tags on Citizens Bank sites and digital assets in Ensighten Tag Manager and manage pixel status via Collibra management and audit tool.
• Validate and troubleshoot tagging & tracking issues as they occur, communicating next steps until resolution with all relevant stakeholders via JIRA.
• Maintain tagging documentation updates as well as manage technical requirements via JIRA.
• Collaborate with Digital Analytics team to provide tracking solutions.
• Analyze user behavior data, pathing and traffic patterns across the Citizensbank.com and Online Banking website and mobile app, collecting, analyzing and reporting on data such as traffic source, visitor behavior, page performance, and customer experience.
• Analyze digital sales and customer acquisition data, connecting back-end customer database results to site and media performance.
• Assist in the development of customer servicing reporting and measurement for products and features across Online Banking and Citizens Bank Mobile App.
• Leverage industry research and competitive data to generate insights and recommendations.
• Assist in the development of digital measurement and optimization frameworks across all digital platforms and products (Digital KPIs, reporting framework, tracking requirements).
• Provide insight on data trends and anomalies, making recommendations where appropriate to improve business performance for each digital product line/function you support.
• Collaborate with business executives to present key findings and insights. Work closely with cross-functional teams (Marketing, Digital Sales, Digital Banking, etc.) to provide reporting and analysis specific to each particular team's needs.

Requirements

• Bachelor's degree, preferably in Computer Science, Marketing, or a related field required.
• Experience with Adobe Analytics implementation required, reporting a plus.
• 3+ years of experience in digital marketing, digital analytics, or web analytics required.
• 3+ years' experience with Adobe Launch / Ensighten in web and mobile app environments.
• Proven track record of success with managing Adobe Analytics tagging and configuring Ensighten, including strong understanding of data layers, tagging, variables, custom metric set up.
• Working knowledge of JavaScript and HTML.
• Strong understanding of digital marketing and/or e-commerce.
• Experience and understanding of Adobe Analytics required.
• Knowledge of digital data technologies (Site tagging, DMPs, digital pixel tracking, etc.) a plus.
• High degree of proficiency in PC applications such as Microsoft Office: Excel, PowerPoint, Access.
• Excellent analytical and problem-solving skills with strong attention to detail.
• Curious, self-motivated thinker; always asks why and strives until the answer is clear.
• Strong oral/written communicator with demonstrated experience translating analytics findings into business insights and influencing business stakeholders to drive action and optimize business performance.

Nice-to-haves

• Experience with data visualization tools such as Tableau or Power BI.
• Familiarity with SQL for data querying and analysis.
• Knowledge of A/B testing methodologies and tools.

Benefits

• Health insurance coverage
• Dental insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities
• Employee discount programs