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Dow Jones

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.

reach out to us at TalentResourceTeam@dowjones.com. Please put “Reason

Job Information

Dow Jones Service Performance Analyst in PRINCETON, New Jersey

Job Description:

The Customer Service & Experience Design (CSXD) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Service Performance Analyst

Based in: Princeton, NJ

Reports to: Strategic Analysis Manager

Key Responsibilities:

  • The primary role of the Performance Analyst is to develop and provide reporting 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.

  • Support the Strategic Analysis Manager 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

  • Highlight trends to management

  • Designing and developing timely, accurate and appropriate management information/business intelligence for distribution to internal stakeholders

  • Update and maintain relevant working tools and materials inc

  • Undertake quality control and accuracy checks/audits

  • Monitor and report on performance against internal and external Service Level Agreements

  • Maintain Management information systems – contribute to the design and implementation of operational management information systems

  • Support Quality Management Information

  • Develop Service Delivery Review packs

  • Design, research and build presentations for Departmental managers to interface with the wider business

  • Supporting projects by providing reports and analysis to measure the success of new initiatives

Requirements:

  • Current and advanced use of statistical packages, such as Excel including pivot tables and graphing

  • Proven success in a Management Information role, delivering insight and recommendations

  • Ability to design, develop and improve MI and reporting systems

  • Previous experience presenting to stakeholders, arguing key points and addressing challenges against your suggestions

  • Advanced knowledge of Excel

  • Knowledge of Microsoft Access and Word.

  • Basic VBA programming skills, ideally

  • Willingness to travel, expectation will be that this role may require some visits to each contact centre

  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

Our Benefits

  • Comprehensive Healthcare Plans

  • Paid Time Off

  • Retirement Plans

  • Comprehensive Insurance Plans

  • Education Benefits

  • Family Care Benefits

  • Commuter Transit Program

  • Subscription Discounts

  • Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 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, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 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, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Customer Service/Support Group

About Us

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.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 22836

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