Senior Data Analyst

Senior Data Analyst About Our Organization: Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV). About the Role The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands, including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. You Will: Support the Manager, Customer Experience Insights in delivery of their key responsibilities. Deliver Reports and Analysis within agreed Service Level Agreements Support stakeholders in the understanding and application of performance statistics Identify and present to management and key stakeholders actionable insights and trends that improve the customer experience and generate value for the organization Independently identify solutions to stakeholder needs and define appropriate data analysis processes Leveraging Click-stream data and digital experience analytic tools to identify insights that drive increased customer engagement Support volume forecasting and related advanced analytics that drive operational goals and strategy with Business Process Outsourcer Partner with key stakeholders to identify and measure relevant performance indicators in rapidly changing environment Update and maintain relevant working tools and materials Undertake quality control and accuracy checks/audits Maintain Management information systems – contribute to the design and implementation of operational management information systems Build and deliver impactful presentations for key stakeholders and leadership to interface effectively with the wider business Supporting projects by providing reports and analysis to measure the success of new initiatives Collaborate with Analysts on the team, sharing knowledge and supporting routine responsibilities to streamline team operations Requirements: At least 3 years of customer service operations experience in a high-volume call center environment with knowledge of key data sources and metrics Intermediate knowledge of SQL programming language and its function in data analysis Advanced knowledge of MS Excel, with proficiency in PivotTables, Macros and Charts Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides and Forms Intermediate data visualization skills and experience with Looker Studio and Tableau Familiarity with dbt (data build tool) and github to assist with streamlining and automating routine data tasks Critical thinking skills to diagnose underlying challenges, identify opportunities for new data projects and derive insights from data The ability to multitask and demonstrate time management skills in a fast-paced environment and adjust priorities as needed to meet daily and ongoing business needs Ability to work with business and technical stakeholders Willingness to travel, expectation will be that this role may require some visits to each contact center Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management Preferred Advanced statistical analysis skills with ability to predict and forecast Proficiency with creating advanced SQL queries, including subqueries Advanced knowledge of Data Visualization tools such as Google Data Studio and Tableau Intermediate skills in Python and R Familiarity with Data Engineering concepts and processes Intermediate knowledge of data query automation Familiarity with digital experience trends and metrics Desired Experience with Machine Learning and advanced inferential statistics Advanced usage of Python and R for data analysis Advanced knowledge of AWS and BigQuery Desired Experience with Machine Learning and advanced inferential statistics Advanced usage of Python and R for data analysis Advanced knowledge of AWS and BigQuery Our Benefits Comprehensive Healthcare Plans Paid Time Off Retirement Plans Comprehensive Medical, Dental and Vision Insurance Plans Education Benefits Paid Maternity and Paternity Leave Family Care Benefits Commuter Transit Program Subscription Discounts Employee Referral Program Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets Reasonable Accommodation We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at View email address on click.appcast.io. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates. Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations. Business Area: Dow Jones - Customer Service Job Category: Data Analytics/Warehousing & Business Intelligence Union Status: Union role Base Pay Range: $75,000 - $95,000 We're committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate's experience, skills, location, and other relevant factors. For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions. For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees. Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest newsgathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Dow Jones Risk & Compliance and Dow Jones Newswires. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV). #LI-Hybrid #J-18808-Ljbffr