SalesForce Einstein Analytics Analyst

  Texas, Dallas-Fort Worth-Arlington


   Job Order
Posted Date
Monday, June 10, 2019

SalesForce Einstein Analytics Analyst
Carrollton, Texas
1 year+ contract

The Analytics Team serves as internal consultants to key functions across the business, including customers, marketing, channel revenue and sales organizations, with specialized support for the executive leadership team. The team consists of both embedded subject matter experts, who serve as strategic advisors to key stakeholders, and more technical experts, who are proficient in Tableau, R, SAS and Microstrategy. The team is fully integrated within the business functions in order to ensure close partnerships and more effectively measure and drive company performance.

Reporting to the Senior Manager of Channel Analytics, you will serve as a resource for supporting Customer Channel organization business partners, specifically the Engagement Manager Application, leveraging advanced analytics tools and technology (SalesForce Einstein) to deliver key actionable insights to support data driven decisions regarding customer experience, contact automation/reduction and customer contact insights and opportunities across direct channels.

o Clearly and succinctly, communicating with Key Business Partners in Customer Channel organization to identify and solve key business problems by leveraging data to drive actionable insights.
o Leveraging the capabilities of SalesForce Einstein to deliver dashboards and reports to key business partners to allow them to understand business drivers and opportunities, enabling them to make data driven strategic decisions based on their objectives.
o Understanding business objectives in order to apply analytics techniques while using the advanced analytical capabilities of SalesForce Einstein to analyze trends and patterns of customer contact and customer Journey to identify opportunities to improve efficiency and effectiveness of Customer interactions within HRCC contact Centers.
o Work with Customer Excellence teams to identify and track contact automation/reduction opportunities, leveraging SalesForce Einstein to identify and measure opportunity and impact of these efforts.
o Measure the performance of the Guest Experience Manager product at contact centers, allowing business owners to evaluate the performance of the product.
o Collaborating with other Analytics teams to understand, communicate, and implement KPIs, analytics, and process best practices across teams, leveraging cross-functional skills, knowledge and data to produce more cohesive, impactful analyses and solutions.
o Utilize customer contact data across channels to develop Customer Journey analysis to better understand customer pathways, and points of inflection in customer journey to help Channel and Product teams to create a more intuitive, seamless and engaging customer experience.
o Performs analytic software configuration and coding, while utilizing tools like Adobe Analytics, Microstrategy, R and Alteryx to access, and analyze data across Channels (Digital, App, Contact Center, Chat etc.) to provide key insights to business.

Required Skills:

o An innovative and intellectually curious mind, willing to challenge the status quo in an effort to continuously improve.
o An ability to quickly learn and master new tools, programs or languages, to develop a versatile analytical toolkit.
o A desire to work collaboratively across teams and organizational functions, embracing diversity in skills, perspectives and approaches to arrive at an effective solution.
o An affinity and passion for data, and the power of data in driving key strategic and tactical decisions.
o The ability to manage multiple tasks and competing deadlines, being able to prioritize, plan and negotiate around conflicts or challenges.
o Experience with construction and comprehension of custom Salesforce data models.
o Experience working with Business Intelligence tools to perform insights analysis on varied data (Preferably Salesforce Einstein, but other tools such as Tableau, Birst, Microsoft Power BI also relevant)
o Experience preparing data for analysis through data manipulation, data wrangling or ETL
o Experience visualizing data to communicate insights
o Understanding of business model from technical, drivers and objectives aspect
o Experience with statistical and predictive modeling a plus but not a requirement
o Bachelor's Degree, or Associate's Degree plus 6+ years of Technology related experience, or High School Degree/GED plus 12+ years of Technology related experience
o One (1) years of professional experience in technology or a related field; experience analyzing data including storytelling, benchmarking, and competitive analyses, modeling, etc.; experience analyzing customer contact data (Digital, App, Contact Center, Chat, etc.) with SalesForce & SalesForce Einstein.
o One (1) year of experience with advanced analytics techniques and models, particularly R; BI Tools (MicroStrategy, Alteryx, R, Adobe etc)
o Additional Experience: communicating analytical insights directly to key business partners, communicating analytical insights to key business stakeholders, owning and managing projects and timelines, working directly with business stakeholders
o Additional Knowledge of database architecture and data modeling, principles and techniques
o Recommended Training: Einstein Analytics Client Learning Map, Einstein Analytics Trailhead modules, Einstein Superbadges, Salesforce Academy/Campfire

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