Data Analyst

The Data Analyst position resides within the Enterprise Contact Center Shared Service (CCSS) Analytics division, in which there are many exciting opportunities to make an impact and help shape future growth.

This individual will support our Contact Centers as well as the CCSS by creating actionable performance management reports, uncovering insights through data analysis, developing data sources to support key initiatives, and collaborating across the enterprise to bring consistency.

They will be a part of an agile team in which collaboration, empowerment, and growth are at the center.

Position Compensation Range :

$67,000.00 - $111,000.00

Pay Rate Type : Salary

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Responsibilities :

• Develop actionable performance management reports for the Contact Center and back-office teams.
• Manage the monthly Contact Center incentive process as well as ongoing maintenance.
• Analyze Contact Center metric trends to uncover insights. Build and deliver compelling presentations of analyses.
• Support the development of future-state tools and data.
• Create and monitor resolution plans to increase customer satisfaction, KPIs, and other strategic / business decisions.
• Build relationships with team members and all supported customers. Act as a liaison to identify opportunities and implement solutions.
• Execute and ensure compliance of excellence standards, policies, procedures, and data governance.

Qualifications :

• 3+ years of relevant work experience with a Bachelor's Degree or an Advanced Degree.
• Ability to independently run complex analytical projects from data gathering through analysis.
• Demonstrate an appetite and aptitude to solve business challenges.
• Intermediate to advanced SQL scripting.
• Demonstrated ability to effectively communicate data insights via visualization tools (Tableau preferred) and presentations.
• Experience working in agile project management styles preferred.
• Highly effective communicator. Excellent written, verbal, and interpersonal communication skills. Comfortable with speaking to internal and external partners at all levels.

Able to effectively communicate complex subject matter to non-technical audiences.

• Active listener, customer focused, relationship builder, team player.
• Ability to work well and accept challenges in a fast-paced, dynamic organization.

Travel Requirements

Up to 10%

Physical Requirements

Work that primarily involves sitting / standing.

In this flex office / home role, you will be expected to work a minimum of 10 days per month from one of the following office locations : Madison, WI 53783; Boston, MA 02110

THIS ROLE DOES NOT HAVE AUTHORIZATION FOR SPONSORSHIP NOW OR IN THE FUTURE.

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture.

We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.

We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees).

In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.

Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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