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    Platform Analyst, Operations Analytics - Richmond, United States - SimpliSafe

    SimpliSafe
    SimpliSafe Richmond, United States

    3 weeks ago

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    Description

    What You'll Do

    Our team is dedicated to making it easy for customers to interact with SimpliSafe through our digital and phone platforms. In this role, you'll lead analysis to identify opportunities to improve these platforms and develop reporting to ensure they are working smoothly, including the AI tools that support both customers and our agents.

    Primary responsibilities include:

  • Write complex SQL queries to extract and transform raw data into usable analytics assets, developing high quality data pipelines
  • Maintain reports and dashboards into key business metrics
  • Analyze customer interactions across our digital and phone platforms and agent usage of our tools to identify improvement opportunities
  • Evaluate the effectiveness of our chatbots and AI tools
  • Uncover new data sources to improve our understanding of customer experience.
  • Partner with different operational teams to understand their needs and develop project plans to deliver value.
  • Synthesize insights into actionable recommendations to key operational stakeholders

    • What You'll Bring

  • Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, or a related field (or equivalent experience).
  • 2+ years of experience in a data analytics role, preferably focused on customer journey analysis.
  • Strong proficiency in SQL and experience working with relational databases.
  • Experience with data visualization tools (e.g., Tableau, Power BI).
  • Excellent communication and presentation skills, with the ability to translate complex data insights into clear and concise reports.
  • Strong analytical thinking and problem-solving skills.
  • Ability to work independently and as part of a team.
  • 2-4 years of experience in roles combining data analysis with business strategy formulation and implementation
  • Strong analytical and problem-solving skills, with the ability to identify trends, patterns, and root causes of customer issues
  • Experience with chat and messaging platforms a plus
  • Excellent interpersonal skills
  • Ability to stay organized and detail-oriented in a fast-paced environment
  • Experience with using data to tell a story
  • Passion for creating seamless customer experiences
  • Skilled in Microsoft Excel and/or Google Sheets

    • What Values You'll Share

  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a "no job too small" attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
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