As a CX Analytics Associate, you will work with the various departments within Customer Experience, reporting to the Sr. CX Ops Manager. The main goal of this position will be to gather/analyze the data to support and create the best Customer Experience.

This position can be located in any geography in the US or Canada.

Responsibilities: 

• Develop and manage a full life cycle customer health and platform analytics reporting strategy and roadmap that meets the businesses needs and supports the evolution of corporate reporting.
• Own organizational data from key systems and ensure data quality and governance is managed to ensure accurate reporting.
• Collaborate with cross functional teams on organizational challenges and provide fact-based analytical advice based on strong understanding of data, KPIs and metrics.
• Proactively provide analytical guidance to business partners and leadership, based on understanding of their respective businesses.
• Consistently look for opportunities for improvements and efficiency gains in the systems and reporting.
• Ensure the quality, accuracy, reliability, and timeliness of the data and reports available through meticulous testing, automated and manual data reviews, performance monitoring, contingency planning, consistency reviews, and other methods as appropriate.
• Ensure all essential reporting procedures are documented and communicated, including creating new procedures and updating existing procedures/processes as they evolve. Build a reporting framework, manage documentation and change management strategies for reporting.
• Lead and deliver various strategic projects on tight timelines.

Qualifications: 

• A degree in data, computer science, business, or a related field.
• 5+ years of experience in strategic and tactical operational intelligence.
• Experience with leading and developing full BI visualization projects from inception to execution using Power BI/Tableau/similar data visualization platforms.
• Experience building and managing reporting warehouses leveraging SQL or similar technologies.
• Proven track record of cross system reporting.
• Outstanding written and verbal data storytelling, demonstrated consulting skills and ability to tailor communication style and depth to a variety of audiences.
• Passion for data-driven research and inquiry.
• Ability to interact with high credibility at all levels throughout the organization.
• Strong project management skills with an emphasis on attention to detail and data accuracy.

Nice to have:

• Experience with BigQuery, Tableau, Salesforce, or Gainsight.

Job perks:

• Work with a dynamic team that provides support whenever you get stuck.
• Remote first environment.
• Annual company-wide meetup.
• Opportunity for career development with a fast-growing company.
• A unique opportunity to make an impact by making education more equitable.
• Stipend to help support the growth of your home office.
• 24/7 access to Paper for family members K-12.                      #LI-remote #LI-JE1