IT Customer Data Analyst (Kansas City)

Description

A Data Analyst is responsible for analyzing data into meaningful insights that guide our business strategy. This role will work closely with cross-functional teams, utilizing analytical skills to extract, analyze, and visualize data from various sources.

We seek a highly analytical and detail-oriented internal IT Data Analyst to join our dynamic team. The ideal candidate will measure, analyze, and report on internal customer experience (CX) metrics to help our organization reduce employee effort when they engage with internal IT Services and increase support consistency. This role requires a strong understanding of data analytics, internal feedback mechanisms, internal customer journey mapping, Customer Effort Scores (CES), and experience management tools, all of which aim to provide exceptional customer service for our internal employees.

• Collect, clean, and preprocess data from multiple sources to ensure data quality and accuracy.
• Perform data analysis to identify trends, patterns, and anomalies.
• Develop and maintain data pipelines for efficient data extraction and transformation.
• Create clear and compelling data visualizations and reports to communicate findings to stakeholders.
• Collaborate with teams across the organization to define key performance indicators and metrics.
• Conduct statistical analysis to generate actionable insights.
• Assist in the design and execution of A/B tests and experiments to optimize business processes.
• Provide data-driven recommendations and insights to support decision-making.
• Stay up-to-date with industry trends and best data analysis and visualization practices.
• Performs other duties as assigned
• Complies with all policies and standards
• Develop and maintain comprehensive internal CX metrics and KPIs to track employee effort, engagement, and overall internal experience, including, but not limited to, internal Customer Effort Score (CES).
• Collaborate with cross-functional teams to identify key touchpoints and develop metrics to measure performance at each stage of the internal customer journey.
• Utilize employee feedback, internal surveys, and other data sources to gather insights on internal customer experiences.
• Analyze data to identify trends, patterns, and areas for improvement.
• Develop and implement data collection and analysis methodologies to ensure accuracy and reliability.
• Create and maintain detailed internal customer journey maps to visualize and analyze the employee experience across all touchpoints.
• Identify pain points and improvement opportunities within the internal customer journey.
• Align internal CX metrics and initiatives with strategic business goals.
• Provide recommendations for improving internal customer experience based on data insights and industry best practices.
• Create detailed reports and dashboards to communicate findings and insights to stakeholders.
• Present data in a clear and actionable manner, using visualizations and summaries that highlight key points.
• Identify opportunities for process improvements based on data insights and internal customer feedback.
• Work with teams implementing changes and track the impact on internal CX metrics.
• Stay updated on industry best practices and emerging internal customer experience management trends.
• Recommend new tools and technologies that can enhance data collection and analysis capabilities.

Qualifications

• Bachelor Degree in Data Science, Statistics, Mathematics, or a related field and 4 years relevant experience Required
• Proven experience in data analysis, data manipulation, and data visualization.
• Experience in internal customer experience management, data analytics, or a related field.
• Experience in creating and analyzing internal customer journey maps.
• Proficiency in data analysis tools
• Strong knowledge of data visualization tools like Power BI, or similar.
• Strong problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a collaborative team.

This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.

EEO/Minorities/Females/Disabled/Veterans.