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Data Analyst, Product & Omnichannel Analytics
Location
Texas
Posted
84 days ago
Salary
$69.4K - $99.2K / year
Seniority
Senior
Job Description
Data Analyst, Product & Omnichannel Analytics
Gainwell Technologies
• Lead the design and delivery of Power BI reporting and dashboards that provide a holistic view of product health across contact center, back-office, and omnichannel operations. • Serve as a subject-matter expert for contact center and omnichannel analytics, including voice, chat, CRM, and case management data. • Partner with Product, Operations, CX, and Engineering leaders to define key metrics, health indicators, and success measures for Provider+ and CEF. • Analyze support demand drivers, failure demand, repeat contacts, backlog trends, and operational inefficiencies. • Perform advanced trend, root-cause, and correlation analysis to identify risks, improvement opportunities, and emerging issues. • Design and maintain scalable Power BI data models, optimized datasets, and reusable reporting components. • Drive report automation and optimization, reducing manual effort and improving performance and reliability. • Develop and optimize SQL queries and data workflows supporting analytics solutions. • Translate insights into clear, actionable recommendations for leadership and delivery teams. • Establish and enforce reporting standards, metric definitions, and documentation. • Mentor junior analysts and provide guidance on analytics best practices. • Balance short-term reporting needs with long-term analytics strategy.
Job Requirements
- 5+ years of experience in data analytics, reporting, or operational/product analytics.
- Advanced experience delivering Power BI solutions in a production environment.
- Strong proficiency in SQL, including complex joins and performance optimization.
- Strong experience with Power BI data modeling, Power Query, and DAX.
- Proven experience analyzing contact center, CRM, and operational data.
- Experience supporting internal products or platforms in a product or service delivery environment.
- Experience with Python or scripting for automation and advanced data preparation.
Benefits
- generous, flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
- leadership and technical development academies
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