Data Analyst

Job Description:
The Customer Service Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands.

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Data Analytics and Strategic Planning that support the Customer Service team.

All of our team members are passionate about always being the 'customer' and work to incorporate our Customer Service core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Data Analyst

Based in: Princeton, NJ

Reports to: Manager, Data Analytics

Key Responsibilities:

- The primary role of the Data Analyst is to develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenge and improve the systems / processes currently in place.
- Support the Data Analytics Manager in delivery of their key responsibilities.
- Deliver Reports and Analysis within agreed Service Level Agreements
- Highlight trends to management
- Designing and developing timely, accurate and appropriate management information/business intelligence for distribution to internal stakeholders
- Update and maintain relevant working tools and materials
- Undertake quality control and accuracy checks/audits
- Monitor and report on performance against internal and external Service Level Agreements
- Maintain Management information systems - contribute to the design and implementation of operational management information systems
- Support Quality Management Information
- Develop Service Delivery Review packs
- Design, research and build presentations for Departmental managers to interface with the wider business
- Supporting projects by providing reports and analysis to measure the success of new initiatives

QUALIFICATIONS:
Required
- Advanced knowledge of MS Excel, with proficiency in PivotTables, Macros and Charts
- Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides and Forms
- Knowledge of Microsoft Access and Word.
- Basic VBA programming skills
- Knowledge of SQL programming language and it’s function in data analysis
- Willingness to travel, expectation will be that this role may require some visits to each contact center
- Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

Preferred
- Advanced VBA programming skills
- Proficiency with creating basic SQL queries
- Intermediate knowledge of Data Visualization tools such as Google Data Studio and Tableau
- Basic statistical analysis skills
- 1 - 2 years Contact Center operations experience
- Familiarity with digital experience trends and metrics

Desired
- Intermediate statistical analysis skills
- Familiarity with usage of Python and R for data analysis
- Familiarity with BigQuery

Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.

Dow Jones, Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: IT Development Group

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the inform