Customer Analytics, Dropbox

• 5+ years experience in a data-centric role
• Strong analytical and interpretive skills with the ability to distill copious amounts of data (qualitative, quantitative, secondary, etc.) into an insightful story with actionable recommendations for the business
• Significant experience working with large amounts of data (SQL) and a deep understanding of statistical analysis, common quantitative techniques like regression
• Experience in data visualization tools (e.g. Tableau) and with querying large data lakes (e.g. Databricks)
• Proven track record of being able to drive work independently and proactively engage with business stakeholders with minimal direction, navigating through ambiguity
• Ability to build strong relationships and work cross-functionally with stakeholders in a globally distributed team
• Team player with a strong attention to detail and ability to meet tight deadlines
• Curious and analytical mindset, with the ability to create compelling narratives and actionable recommendations from their analyses
• Strong stakeholder management, up to VP level

Desirable

• As an Insights Analyst, you will join the Customer Analytics team which empowers informed, customer-centric decision-making by delivering reliable, insightful, actionable analytics to customer experience teams, product managers, and senior leaders to enhance the customer experience
• As an Insights Analyst you are responsible for building a foundational understanding of our customers’ needs to guide decision-making
• By developing, analyzing and interpreting customer metrics and operational KPIs, this role supports and advances the company’s customer-centric vision to improve CX from beginning to end
• Your focus will be on providing actionable insights to partners through a deep understanding of the customer experience with applied analytics techniques and business insights
• This role isn’t just about performing analytics - it’s also about communicating insights to the business, telling a story with data that answers the “why” as well as the “what” to inform the business strategy
• This is an individual contributor role that requires exceptional analytical skills, bias toward action, strong collaboration and communication skills and a passion for customer experience
• Lead end-to-end Key Performance Indicator (KPI) reporting processes, including defining and developing high-impact metrics aligned to business strategy, building and maintaining stakeholder dashboards, driving monthly reviews with operational rigor, and providing context for emerging trends
• Serve as a thought partner and SME for data in specific CX or product areas, bridging the gap between technical and non-technical partners to drive continuous improvement, crafting clear actionable insights to make recommendations to the business
• Perform analytics deep dives that identify opportunities to improve customer experience across the business, from product pain points to assisted or scaled support experiences
• Partner closely with CX and CSO leadership to develop and execute an analytics strategy and roadmap of deliverables aligned to business goals
• Translate complex concepts into implications for the business via excellent communication skills, both verbal and written