We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.
Examine the world and bring it to others.
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, Investor's Business Daily, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. The primary role of the Sr. Data Analyst is to develop and provide advanced insights and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenge and improve the systems / processes currently in place. You will report to the Manager, Customer Experience Insights and be based in our Princeton, New Jersey office.
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
Leverage 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
Support building presentations for Departmental managers to interface with the wider business
Support projects by providing reports and analysis to measure the success of new initiatives
You Have:
At least 1 year 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
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
Advanced statistical analysis skills with ability to predict and forecast
Proficiency with creating advanced SQL queries, including subqueries
Preferred/Desired:
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
2+ years Contact Center operations experience
Familiarity with digital experience trends and metrics
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
Learn more about all our US benefits
#LI-Hybrid
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.EEO/AA/M/F/Disabled/Vets. Dow Jones is 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, due to a disability, email us at talentresourceteam@dowjones.com. 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.
Business Area: Dow Jones - Customer Service
Job Category: Data Analytics/Warehousing & Business Intelligence
Union Status:
Union role
Pay Range: $80,000 - $100,000
We recognize that attracting the best talent is key to our strategy and success as a company.As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
Req ID: 45617
