Senior Web Analytics Analyst at Holmdel

Genesis10 is seeking a Senior Web Analytics Analyst for a 3 month contract to hire position with a leading provider of communications services in Holmdel, NJ.

Description:

The Senior Web Analyst position is responsible for analysis and customer insights in support of optimizing the performance of clients online support channels. This position provides analytics and insights to help drive decision making and support the continuous improvement of the online support channels. Key responsibilities will focus on supporting the development, tracking, testing, reporting and analysis of all Self Service initiatives to help improve Self Service effectiveness over the web, improve the customer experience and reduce agent contacts to the call center. This role will provide support to improve how online metrics are used to drive business decisions. In particular, this role will require experience using web analytics tools (Site Catalyst, Google Analytics, Tealeaf) as well as integrating data from web analytics tools with external sources. This person will contribute toward communicating results to business partners and the senior leadership team. This role will also train and mentor other analysts on the client team.

Responsibilities:

• Lead several reporting project efforts to help enhance the visibility into Online Support and Self Service metrics designed to improve Self Service effectiveness and provide customer insight.
• Document project plans related to reporting efforts.
• Document reporting requirements as required by the business on all Self Service programs.
• Participate in the design, site flow and metrics tracking discussions with Customer Care, IT, marketing, content managers, etc., to make sure that all required tagging and metrics are built into the system based on Online Self Service projects and determine how the data will be pulled and reported.
• Participate in and support business case development
• Monitor, analyze and communicate to key stakeholders regarding the effectiveness of new initiatives, web site changes and customer adoption campaigns.

Analytics & Reporting Responsibilities:

• Perform in-depth analysis and insight into key online metrics; provide recommendations for improving the online experience, driving more self service and reducing contacts.
• Develop compelling materials for executive level presentations mining data from multiple sources and conducting analysis to produce significant and useful insights into clients online support performance
• Manage the production and distribution of regular, standard reports including report automation and the integration between web analytics data and external data sources.
• Assist in defining KPI measurements for self service platforms
• Develop relevant customer insights to influence and encourage Self Service effectiveness across the clients customer base.
• Objectively deliver insights and help create a culture of data-driven decision making based on customer behaviors.
• Mine qualitative research data and customer satisfaction/survey data and tie to actionable business insights for Online Support Pages and the Online Account.

Report Configuration Duties:

• Create tracking codes and ensure website tracking/tagging is accurate, including video tutorial tracking and support search term reporting as well.
• Test new pages of the site to ensure appropriate tagging has been implemented.
• Work with our Marketing and Development partners in support of new Online Self Service strategies and projects.
• Develop and analyze appropriate testing designs to support multivariate testing of Online Account and Support Pages.

 Requirements

• Bachelors degree required (degree in mathematical, analytical, computer science/web development or similar fields preferred).
• 5+ years of experience performing and leading web analytics
• Expert in site analytics tools
• Expert user of Adobe Site Catalyst and Google Analytics
• Adobe Site Catalyst implementation experience and data analytic skills
• Knowledge of Adobe Site Catalysts Client tool
• Experience with Adobe Site Catalyst Excel Client and ReportBuilder
• Experience with TeaLeaf
• Experience with iPerceptions
• Experience with Right Now platform as well as EDW/Microstrategy
• Expert knowledge and capabilities in Excel
• Extremely strong written and verbal communication skills, collaboration skills; great attention to detail
• Proven self starter who thrives in a fast paced environment
• 3 years project management experience
• Experience developing collaborative relationships and partnerships with the business and technology departments that drive business results, including the ability to translate between technical and non-technical people.
• Practical problem solving and strategic thinking skills.

If you have the described qualifications and are interested in this exciting opportunity, apply today!

About Genesis10:

about Genesis10 and to view all our available career opportunities, please visit us at www.genesis10.com Genesis10 is an Equal Opportunity Employer, M/F/D/V

Country: USA, State: New Jersey, City: Holmdel, Company: Genesis10.