Client Experience Sr Analyst

The Client Experience Senior Analyst will support the execution of the strategies for Cox Automotive products, capabilities and solutions to deliver a best-in-class customer experience. This role will be responsible for enabling product and UX teams to identify and capture customer interactions and transactions into actionable insights to inform the direction and design of products. Through the implementation and iteration of a client experience framework the person in this role will contribute to the understanding of product adoption, engagement, and retention.
The person in this role is part of the core team that identifies, develops and oversees a portfolio of enterprise-wide initiatives designed to improve client experience across brands, and works with internal business partners to effect change. This is both a strategic and hands-on position requiring a proactive spirit and strong problem-solving capabilities. The person in this role works to refine, improve, and scale the product analytic architecture, the processes and methods to use it, and provides training to apply it with the goal of fostering a mindset that leverages user interaction and data to drive decisions.
The ideal candidate has a strong background in working with business teams in order to build relationships, understand their, as well as their client's needs, and consult them on the metrics that would provide the best insights.
Responsibilities:

• Focused on support of data analytics through assisting Product Operations / Product Managers / User Experience (UX) team members focus on the proper product metrics to help us become a more metrics driven organization
• Track, prioritize, and manage analytics implementation initiatives across multiple teams; serve as the primary point of contact for analytics tool implementation requests
• Partner with internal and external development teams to test and deploy new tracking solutions while testing, monitoring, and optimizing existing integrations using various tools
• Maintain implementation, standardization, and best practice documentation within company intranet
• Interact with vendors providing tools used for data capture, collection, and analysis to maximize investment in systems and services; includes support of Proof of Concept work for new tools or implementations. Will be responsible for tool oversight, administration, and governance needed for use across the enterprise
• Assist product teams in achieving goals by providing insight into opportunities that improve happiness, engagement, adoption, retention, and task success through the use of measurement models such as HEART and Goals, Signals, Metrics
• Serve as an evangelist and thought leader to help stakeholders understand how to derive insights from their user data and inform product decisions
• Iterate on frameworks, tools, and training materials via recurring retrospectives and stakeholder interviews to iterate and optimize processes for organizational value
• Partner with research and data analytics resources to identify improvements and evaluate effectiveness of the solutions implemented
• Partner with Product Operations, Product Readiness teams, as well as other teams internal to the Product COE and Cox Automotive Product Group to coordinate efforts and promote awareness for CX initiatives

Qualifications:

• Bachelor's degree required; (MS degree preferred)
• 5+ years of relevant data analytics, business analytics experience
• 5+ years of experience with HTML / CSS / JavaScript / Web Services
• 5+ years of experience with Google Tag Manager, Google Analytics, and BigQuery
• Ability to assess capabilities, gaps, and build plans for addressing organizational needs
• Experience with at least one voice of the customer, session recording, or other web-based UX solution
• Strong understanding and demonstrated ability to develop intuitive information architecture strategies
• Experience using analytical and statistical techniques: hypothesis development, designing tests/experiments, analyzing data, drawing conclusions, and developing actionable recommendations
• Experience in driving continuous improvement and operational excellence

Working knowledge of:

• Adobe Analytics
• Tableau
• Mural or other cloud-based collaboration tools
• Microsoft Office (Excel, PowerPoint) and SharePoint

To be employed in this role, you'll need to clear a pre-employment background check and drug test. Cox Automotive does not currently consider a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
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