• Collaborate with cross-functional teams to understand business objectives and goals related to current OKRs, with a focus on resolution time, operational efficiency, and customer perception. • Partner with team leaders globally by providing analytical insights through accessible business-oriented data sets and visual data dashboards. • Strategic analysis aiming at performance optimization (efficiency and quality of the CX operation). • Think outside the box to consolidate, structure, and analyze data (qualitative and quantitative) related to customer service to identify opportunities and valuable insights to business that help achieve company OKRs. • Communicate with business stakeholders and propose and implement action plans to achieve the area’s targets. • Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.

• Leverage data to gain insight into trending, user experience and behavior to drive the appropriate digital marketing, mobile and social strategies. • Take various sources of customer and campaign data and condense it down to a coherent story with clear conclusions and actionable insights, acting as the subject matter expert for digital analytics. • Measure site usability/effectiveness, along with monetization of media campaigns, and present actionable insights and recommendations based on data results and best practices. • Visualize data into meaningful presentation decks and dashboards to provide holistic views of site user engagement activity to business stakeholders. • Update and build dashboards, leveraging Power BI or Tableau, integrating Adobe Analytics and other data. • Perform deep dive analysis via Case Studies to tell a comprehensive analytics story with data points and actionable insights to drive recommendations and decision making. • Leverage Agile Delivery methods and processes to effectively track user stories, level of effort estimates, and plan with your Agile team for each Sprint. • Drive data analysis of web projects, A/B and multivariate testing, and ad hoc requests. • Support tag management requirements and documentation services to maintain integrity across multiple sources of data, including providing user acceptance testing and validation of web reporting creating, enhancements, and adjustments. • Partner with multiple vendors to implement analytics requirements and streamline project processes. • Multi-task and self-prioritize work queue to balance work queue and ensure stakeholder expectations are being met. • Engage in analytics delivery re-prioritization discussions as needed with stakeholders to maximize internal team and stakeholder satisfaction.

• Independently — and with our team — investigate complex business problems using a combination of structured and unstructured datasets and analytical tools • Identify, collect, scrape, store, pre-process, manipulate, merge, model, and analyze large datasets from multiple internal and external sources • Develop scalable analytical workflows and automate processes that improve the efficiency, repeatability, and speed of insight delivery • Use Python and modern AI-assisted workflows to rapidly prototype analyses • Identify meaningful trends, anomalies, and strategic opportunities across healthcare and marketing datasets • Translate complex analyses into clear, story-driven insights and data visualizations tailored to all partners • Collaborate with strategists, creative, account, engagement managers, other analysts, and leadership teams • Operate with ownership, curiosity, and accountability

• Measure the impact of BI and Analytics deliveries, including financial gains, operational efficiency and cost reductions; • Define and monitor KPIs related to implemented initiatives, ensuring continuous visibility of performance; • Estimate and model financial return (ROI) of data projects and initiatives; • Identify operational gains (e.g., productivity improvements, reduction of effort/FTEs) resulting from implemented solutions; • Challenge and support prioritization of requests based on the impact generated for the business; • Conduct exploratory analyses to identify opportunities and generate hypotheses for improvement; • Develop ad hoc analyses to support decision-making; • Document methodologies, calculation assumptions and analyses performed, ensuring traceability and consistency; • Work collaboratively with Data, BI and business teams to ensure alignment on metrics, hypotheses and results.