Business Analyst - Digital Programs

Position Overview

As a Business Analyst, Digital Programs, you will identify business needs and determine solutions to business problems by analyzing data, processes, and systems. You will extract and analyze customer data, facilitate communication, gather requirements, and ensure that project outcomes align with business objectives. You will be collaborating with the Go-to-Market Strategy & Operations (GS&O) organization and Customer Success teams to implement data-driven solutions that enhance customer experiences and outcomes.

Responsibilities

• Identify business needs by analyzing data, processes, and systems. Gather and document business requirements, translating them into detailed project specifications or technical specifications
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) related to customer success, including customer satisfaction, retention, and product usage
• Assist in evaluating current and future business processes to identify technical solutions, perform cost-benefit analyses, and estimate project scope
• Facilitate the consolidation of data from multiple systems to deliver a unified and precise view of member engagement metrics
• Analyze and interpret customer success datasets to uncover trends, patterns, and correlations
• Analytical advisor role that requires understanding of the theories and concepts of a discipline and the ability to apply best practices
• A common career stabilization point (AKA the “full-contributor” level) for Professional roles
• Require knowledge and experience such that the incumbent can understand the full range of relevant principles, practices, and practical applications within their discipline
• Solve complex problems of diverse scope by taking a new perspective on existing solutions and applying knowledge of best practices in practical situations
• Use data analysis, judgment, and interpretation to select the right course of action
• Apply creativity in recommending variations in approach
• “Connect the dots” of assignments to the bigger picture
• May lead projects or key elements within a broader project
• May also have accountability for leading and improving on-going processes
• Build effective relationships with more senior practitioners and peers, and build a network of external peers
• Work independently, with close guidance given at critical points
• May begin to act as a mentor or resource for colleagues with less experience

Minimum Qualifications

• Strong analytical and problem-solving skills with the ability to interpret complex data sets and generate actionable insights
• Ability to translate business requirements into technical specifications and project requirements
• Proficiency in data analysis tools and software, such as Excel, and data visualization tools (e.g., Tableau, Power BI)
• Strong SQL skills for querying databases and extracting relevant data
• Basic knowledge of programming languages such as Python or R for data analysis and automation
• Ability to extract and analyze data from CRM systems to inform decision making
• Knowledge of SaaS business models and understanding of key performance indicators and metrics relevant to customer success
• Basic understanding of data warehousing concepts and ETL processes
• Skilled in analyzing business processes to identify inefficiencies and business needs
• Strong verbal and written communication skills with the ability to present complex information clearly and concisely