Web Data Analyst

Description

JOB PURPOSE Assist in implementation and maintenance of a robust scalable Crosschannel Web analytics process for the entire eCare channel(e.g., Click stream analysis, crosschannel traffic analysis, customer experience drivers, etc.). Turn data into information that can be used to support business and impact decisions. Assist in defining eCare web channel strategic goals and objectives. Determine and monitor appropriate metrics and key performance indicators to measure performance to goals.ESSENTIAL DUTIES AND RESPONSIBILITIES Assist in implementation of web analytics strategy and processes for Asurions eCare channel (both in the U.S. and globally). Create and enhance custom Scorecards and other reports based on eCare website goals to measure website performance. Develop scalable measurement plans and lead implementation of measurement/reporting activities for new online entities (both domestically and globally). Analyze web analytics data as well as other offline data to monitor site performance (e.g., capacity, customer experience, fall out points, etc.) and develop predictive forecasts relative to kpi achievement. Discover underperforming areas of the site; identify opportunities to improve site performance. Establish crosschannel analytics processes to optimize the navigational paths customers take to complete the claims process. Recommend improvements to the online claims process that help customers choose the online channel to meet their needs. Collaborate with Web Project Management, Strategic Planning, Channel Expansion and Web Operations to support a factbased continuous improvement/channel growth strategy. Perform adhoc analysis as necessary to answer business questions and drive decisions. Analyze customer satisfaction surveys to determine Net Promoter Score drivers and suggest improvement opportunities.PROFESSIONAL COMPETENCIES Drive to results Manage success in an environment of ambiguity Factbased change agent Strong Analytical / Quantitative ProblemSolving acumen Excellent relationship building skills with internal and external clients and resources Strong written and oral communications Builds alliances across functions and through multilevels Strong multitasker while still able to meet deadlines with highquality output.EDUCATION AND EXPERIENCE This position requires a Bachelors Degree in Engineering/Technical or Business Degree. (Areas of study could be any of the following Marketing, eCommerce, Quality, Mathematics, Engineering, MIS or other quantitativebased field). Previous web programming and/or database development experience (such as Microsoft SQLServer),a plus. Web analytics experience desired, particularly knowledge/usage of Omniture SiteCatalyst, Google Analytics...etc.LANGUAGE SKILLS This position requires the ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents. This position also requires the ability to respond effectively to clients, employees and management and handle sensitive and/or confidential communications.TECHNICAL SKILLS Experience/Certification with SQL is a must. Additional analytical tools that this position must be familiar with include Omniture, WebTrends, CoreMetrics, HBX, ClickFox, SiteSpect, Test&Target and/or other web analytics and A/B testing tools. Strong knowledge/experience with Microsoft Excel, Access, and other statistical software packages is requisite. MATHEMATICAL SKILLS This position requires the ability to add, subtract, multiply, divide and interpret complex numbers, financial data, and reports. This position also requires the ability to apply such concepts to create reports and financial records and present them effectively.