Customer Retention Analyst

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Customer Retention Analyst to aid in day-to-day reporting, KPI reporting, churn management, and data analytics across the organization. The Customer Retention Analyst will have a strong record of accomplishment of combining advanced analytics skills, reporting & data storytelling, with exceptional business and entrepreneurial acumen. This role requires an ownership mindset with a strong willingness to take on new challenges with enthusiasm, ability to create and maintain reporting framework, and aid in launching new initiatives across organizational departments within the company. The Customer Retention Analyst reports to the Customer Retention Analytics Director.

Responsibilities:

• Create and maintain reporting framework for Operating metrics, KPI’s and leading indicators across multiple business segments in time sensitive situations.

• Combine data analytics with front line insight to create actionable programs / tasks across the organization that drive the desired outcome.

• End-to-end process enhancement. Understand existing complex processes, make enhancement recommendations to fit business needs, operationalize by overseeing development, testing development and maintain operational excellence.

• Interact, consult and partner with cross-functional stakeholders to drive operational improvements and innovation in support of our strategic objectives and operating plans that will positively impact growth, customer satisfaction, and productivity.

• Advocate and drive adoption of “best practices” to ensure standardization across operational functions.

• Explain complex analysis results in an easy-to-understand language.

Qualifications:

• Minimum of three (3) years of experience in finance, product management, project management or data analytics.

• Proficiency using Salesforce/Tableau/Einstein/Dataiku for reporting and analytics.

• The ability to take a large amount of information and distill it into the most important pieces that help guide varying stakeholders on a journey to engage with and understand what the data is indicating.

• Mindset: The candidate will have an entrepreneurial mindset being willing to be accountable for the business’s performance, the candidate will have exceptional attention to detail, have an ability to handle multiple tasks and meet tight deadlines, have creative and innovative problem solving skills, be self-motivated and proactive, and demonstrate calmness during times of uncertainty and stress.

• Analytic Skills: Must demonstrate a deep interest in research and data analysis, drawing actionable insights from raw data and information to help further the business’s cause. The right person will be skilled in statistical modeling, performing quantitative analysis, and technological data mining and analysis techniques.

• People Skills: This role plays a very interactive role and to effectively execute their duties they must have a natural ability to get along with people and establish strong and meaningful relationships with others. This will guarantee collaborative personnel, departmental heads/management, and key stakeholders gain trust in the individual’s abilities and that junior data analyst personnel readily follow in their directives and trust in their judgments and insights.

• Communication skills: Excellent communication in collaborating with departmental heads and management. Reports have to be clear, succinct, convincing, informative, engaging, unambiguous, and uniquely tailored to suit different audiences.

• Business Process & Data Quality: A passion for business process, a key understanding in how processes work across an entire organization, and a focus on aiding the company in driving solid business processes which in turn drives good data quality. One of the key owners of the data dictionary.

• Detail oriented, self-motivated, proactive and results driven.

Additional Preferred Qualifications:

• Strong interpersonal and active listening skills.

• Expert data analysis skills.

• Strong problem solving and organizational savvy.

• Experience in building and managing data science models.

Base Salary Range: $66,500 - $95,000 USD/annually, commensurate with experience.

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Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.