Customer Experience Analyst

5 days ago

Cherry Hill, United States Edmund Optics Full time

Overview


The Edmund Optics’ Customer Experience team’s mission is to enable data driven decision-making that results in improvements to the overall customer experience in key performance areas like conversion rate, customer satisfaction and retention, and operational efficiency that meet the needs of the customer’s journey. This individual will be working directly with leaders of the Advanced Manufacturing Sales team with support from the Global Analytics team, to aid leadership with better tools and reports to evaluate the direction in strategy and operations of the global sales organization. This individual will be responsible for compiling and analyzing sales and customer data to help aid in strategic decisions for the global sales organization.


This position primarily involves the development and maintenance of standardized global and localized reports for all sales-related areas of the business. This involves connecting to a wide range of data sources, building transformation pipelines, data modelling, and creating intuitive and insightful reports in Power BI for consumption by business users. These reports allow employees at all levels of the company to monitor key metrics, understand trends and improve performance.


This individual will work closely with Power BI Developers and other analysts to build and maintain datasets in the Power BI service and CRM Platform and contribute to overall analytics strategy specific to Advanced Manufacturing Sales.

Responsibilities

  • Creates new professional reports in Power BI that provide insight on interactions between Edmund Optics and its customers using data from ERP and CRM systems to track KPIs
  • Create new professional reports in CRM systems for opportunity pipeline evaluation and customer profile awareness for proactive and reactive engagement by our sales team members
  • Completes checks and tests on all work to ensure data provided is as accurate as possible.
  • Maintains existing reports and data models, adding new functionality and fixing bugs.
  • Connects to a variety of different data sources and builds transformation pipelines in Power Query.
  • Provides basic training and walkthroughs on Power BI to help promote the usage of the platform throughout the organization.
  • Works with other analysts from around the company to gather requirements and develop new report ideas.
  • Able to carry out ad-hoc analysis to answer urgent questions when necessary as it relates to sales performance
  • Keep up to date with the latest developments and techniques in Power BI and business analytics.


Qualifications


To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.


Required Skills & Abilities:

  • Proficient at writing and debugging DAX measures and using Power Query to build transformation pipelines.
  • Familiar with standard data modelling techniques such as dimension and fact tables and star schema.
  • Experience with common external tools for Power BI development such as DAX Studio and Tabular Editor.
  • Solid understanding of relational databases and proficient in SQL, more experience in this area a plus.
  • Ability to create reports in CRM Platform using customer and sales data
  • Familiar with Microsoft SharePoint functionality to aid process improvement
  • Ability to clearly communicate and present results to stakeholders with appropriate visualizations.
  • Strong numerical and analytical skills.
  • Able to work independently and manage multiple projects.

Education/Experience:

  • Bachelor’s Degree with 2-3 years work experience in a relevant field.
  • At least 2 years experience developing high quality Power BI reports for business users.


Physical Requirements:

Ability to operate office equipment such as a copier; ability to sit at desk or PC for long periods of time; work in office setting.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Think you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics.

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