Viewer Insights Analyst

Job Description

The Viewer Experience (VX, or Customer Support) team is seeking a Viewer Insights Analyst who will be an exceptional addition to our Support Analytics team. As a Viewer Insights Analyst, you will build reporting and produce insights on viewer support needs that drive business action. The right person for this role is a self-starter, intellectually curious, and has strong attention to detail. If you are someone who enjoys working in a fast-paced environment that requires pushing analytics across the customer lifecycle, then this is a great role for you.

WHAT YOU'LL DO
• Produce high impact, business-driving insights on why and how viewers seek help across all support channels
• Analyze trends on contact drivers across all support channels, tying issues to specific issues or activities (events, seasonality, subscriptions type etc.)
• Maintain & evolve existing dashboards and reports providing insights into contact drivers & support usage
• Incorporate product wide analytics into support reporting (engagement, tenure, segmentation, NPS, etc.) to ensure a full picture of the impact
• Ensure data quality is managed appropriately to promote & generate reliable industry leading Viewer Experience insights
• Work with partners to ensure reporting is meeting their needs, modifying when appropriate

WHAT TO BRING
• Undergraduate degree and 2-3 years of Business Analytics experience, or graduate degree in a related field
• Demonstrated aptitude for analytics, exceptional analytical & quantitative problem-solving skills
• Ability to communicate complex ideas effectively – both verbally & in writing
• Consistent track record of independently leading multiple projects at a given time
• Highly organized & efficient with strong attention to detail
• Advanced knowledge of excel

NICE-TO-HAVES
• Systems knowledge: Salesforce, ServiceNow, Google Analytics, Tableau, Domo or similar platforms
• SQL experience
• Experience in the tech/entertainment space, or with a consumer-centered brand

Jobcode: Reference SBJ-d919nz-3-145-36-10-42 in your application.