Business Data Senior Analyst

You will manage ongoing and time-sensitive Product Operations support for product functions in our ECS Direct-to-Consumer portfolio. You will strengthen product feedback loops between customers, Product, and Technology to deliver more value to customers faster. You will use data to identify customer feedback trends and themes. You will identify opportunities for process improvements, and help define those improvements.

Responsibilities:

• Oversee the strategy and management of daily operations of customer escalations tied to different products, focusing on pre-launch process creation and post-launch production support.
• Lead research, investigation, and management of customer escalations to determine cause and next-step recommendations.
• Be the Subject Matter Expert (SME) for important product features in the ECS product portfolio, along with the supporting systems and technologies.
• Guide collaboration with other teams (such as Product, Technology, Customer Care, BusOps), and external partners to track, guide, and resolve customer escalations in a systematic.
• Lead data analysis: capture, organize, and surface customer feedback & escalations analytics data in high impact, accessible ways to facilitate product & customer insights.
• Lead the administration and support of product & operational standards and processes for the ongoing operation of products, customer escalations, and feedback.
• Help define the Product Operations roadmap. Identify opportunities for process improvements, and lead the definition, communication and execution of those improvements.
• Facilitate and project manage sensitive issue handling for close-loop resolution including assessment, research, remediation.
• Scale and share product knowledge across the organization for new or updated product features (e.g. creating/maintaining a knowledge base, internal training).

You will report to the Customer Relations Complaints Case Manager.

Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at www.experian.com/careers to be part of our team.

• Bachelor's degree with 5+ years of experience in product operations, operations strategy, product analytics, data analyst, or similar systems analytical roles that worked with Product and Engineering teams.
• Adept in SQL, Excel (can perform complex functions) , Python, and data tables – experience working with big data and writing advanced PostgreSQL queries (AWS Redshift & DynamoDB experience).
• Experience working with data visualization and business intelligence software (e.g. Tableau).
• Experience with Serverless Computing systems (e.g. AWS Lambda, Microsoft Azure Functions, IBM OpenWhisk).
• Knowledge in Agile software tools (e.g Jira) and methodologies.
• Excellent technical knowledge, curiosity, and familiarity with new technologies, APIs, programming languages, and databases.
• Experience with complex direct-to-consumer products and systems.
• Summarize data from multiple data sources to inform and support critical decisions about the product strategy, with experience building dashboards using visualization tools.
• Experience building trusted partnerships with Product, Operations, and Technology teams.
• Manage multiple complex workstreams in a regulated environment is critical.
• Produce and present analyses and business cases to all kinds of partners.

• Benefits/Perks:

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

• This is a fully remote job opportunity. #LI-Remote
• Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian’s people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.