5709 Senior Business Insights Analyst
Description:
The Trust Policy & Program business insights team provides data-driven strategy guidance at all stages of policy offering life cycle to business stakeholders across core business and operations.
We inject quantitative measurements into our processes and implement objective indicators of success – and most importantly create the resulting feedback and insights-to-action for our customers, unlocking positive perception, usage, and retention.
We Showcase and solve the most pressing, most impactful policy concerns our customers face, guided by data and research
Duties:
Demonstrated in-depth knowledge and expertise in solving complex problems via data; take a new perspective on existing solutions; exercise judgement based on the analysis of multiple sources of information and structures key trade-off decisions.
Highly proficient in building and analyzing analytical frameworks, statistical models and experimentation methods to establish causal relationships.
Build and interpret algorithms that power data products.
Work independently with minimal supervision; act as a resource for colleagues with less experience.
Become a storyteller who uses data and insights to frame narratives to bring others along the journey.
Have a strong sense of urgency for and commitment to the Company’s mission of belonging.
Skills:
Use a combination of data engineering, science and analytics skills to build the business insights platform across Trust Policy & Programs org (backend automation to frontend insights, ranging from minor analysis to complex user behavior models).
Perform data modeling of the various entities involved in the Company like customers, hosts, cases, agents etc. using modern data modeling tools and frameworks.
Devise business metric frameworks and optimization models to make optimal business decisions while minimizing risk.
Blend external and internal data insights to identify customer pain points and behavior in the context of trust.
Influence data-driven decisions cross global sites and business verticals in day-to-day via business reviews, self-serve portal, planning scorecards, and impact analyses among others.
Experiment with new policy / product features to deter and mitigate risk.
Conduct deep-dive data science based analysis into various operational problem areas like policy incubation, enforcement efficacy, prevalence, efficiency, agent tooling, agent staffing & optimization, and agent quality & efficiency to identify and solve for operational bottlenecks.
Build machine learning models to optimize the effectiveness of manual review by agents, and to detect, prevent & mitigate high risk activities and fraud.
Additional Skills:
Extensive experience in data science with an emphasis on operations scalability and optimization; and on measuring and optimizing for customer satisfaction and safety for a digital product.
Strong data analytics experience with an emphasis on development of business facing metrics and on solving for business decision making.
Demonstrated ability to create and drive technical and impactful roadmaps for the business, and seamlessly execute against them.
Proven ability to tailor your solutions to business problems in a cross functional team, with the ability to communicate clearly and effectively with cross functional partners of varying technical levels.
Have a positive and solution-oriented mindset; leads by example.
Ability to partner across global, matrixed, and cross-functional teams.
Exceptional presentation, written, and oral communication skills.
Education:
Advanced degree in Computer Science or other quantitative field with 7+ years industry experience in driving full stack data projects from inception to business impact.
SQL expertise + advanced programming skills (Python preferred), and deep experience in data engineering & data modeling (Hive, Presto, Spark preferred).
A deep understanding of modern machine learning techniques and their mathematical underpinning, such as classification, clustering, optimization, deep neural network and natural language processing
Experience productionizing real-time machine learning models.
PLEASE NOTE: Our client has mandated COVID-19 vaccination for their workforce, all external personnel providing services to our client are required to comply with this requirement.