Customer Care Business Analyst

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Business Analyst position provides a strategic business view of current performance and opportunity areas to the Customer Connection Center (C3) leadership team. The focus of this position is to work closely with the business units to gain in-depth understanding of the C3 business strategy, processes, services, roadmap, and the context in which the business operates. The Business Analyst works closely with the various product teams to ensure reporting opportunities on new projects accurately consider the needs of C3 in the design and development phases of the projects.

• Develop and maintain monthly executive reporting. Conceptualize initiatives by understanding business objectives, contributing teams, scope, approach, and outcomes. Manage data collection, measurement, and analysis. Fulfill ad-hoc research or analytics requests using proprietary data and external sources. Identify patterns and generate actionable insights to facilitate key operational strategic decisions. Assist in the development of department KPIs and identify and establish efficiencies to streamline operations.
• Collaborate with the business analyst and reporting specialist team to identify and address operational, financial, and technological risks within the business. Identify and capitalize on improvement opportunities and evaluate the performance of project teams to ensure that targets and deadlines are met. Articulate ideas and viewpoints to Leadership team. Identify and initiate data projects, manage resources, drive the resolution of issues, and hold self and team accountable for results.
• Lead ad hoc analysis as needed to support management requests within the department and with other key departments and to identify opportunities for performance improvement. Develop, maintain, and continuously improve complex interactive dashboards and static reporting to assist functional groups and Leadership team with decision making. Support project management implementation and assist with department training and development. Identify opportunities for process improvement

Performs additional duties and projects as assigned.

Consistent regular scheduled attendance is considered an essential function of this job.

Education Required:  BA in Mathematics, Business, Analytics, Statistics, or similar field

Years of Job-Related Experience Required: 

3+ years of experience in business analysis, data analysis, or similar roles (less experienced candidates with demonstrated proficiency may be considered)

Technical/Other Skills Required:

• Advanced Excel skills (complex formulas, pivot tables, automation)
• Proficient in Alteryx, Tableau, SQL, and Python
• Experience working with cloud data platforms such as AWS Redshift or similar
• Demonstrated success in building interactive dashboards for leadership decision-making
• Working knowledge of APIs and data integration techniques
• Strong attention to detail and ability to meet tight deadlines in a remote setting
• Excellent communication skills with the ability to explain technical results to non-technical users