Senior Analyst, Customer Care Data

ADT Security Services, Inc Aurora, CO
Company Overview:

ADT is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT's broad and pioneering set of products and services, including ADT Pulse® interactive home and business solutions, and health services, meet a range of customer needs for today's active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations. More information is available at www.adt.com.

Position Summary:

Responsible for designing, developing, and implementing capabilities for collecting, analyzing, and reporting key metrics, trends, and other information as needed for the Customer Experience and Service Deliver team.

Duties and Responsibilities:

* Collaborate closely with business leaders to

* Extract join and reconcile relevant data from various data repositories

* Conduct deep-dive analysis to identify patterns, root causes and trends

* Design and build functional score cards for the Customer Experience and Service Delivery teams.

* Develop ideas and propose solutions for problem issues

* Measure the success of strategic initiatives

* Assess industry standards and establish benchmarks for reporting/comparison.

* Design and build operational and analytical dashboards for senior management.

Education:

* Bachelors degree in an analytical field, such as: Mathematics, Engineering, Finance, Computer Science, or Economics or equivalent job experience

* Three or more years of progressive work experience in Business/Data Analytics

Experience:

* Experience with KPIs, score cards, and dashboards.

* Proficiency in Excel, pivot tables and creating visual representations of data.

* Knowledge of Access and Sequel preferred, SAS experience a plus

* Experience with Operational Analytics

* Familiarity with financial modeling skills – NPV, ROI, etc.

* Experience with budgeting, forecasting is a plus.

* Statistics experience a plus

Skills:

* Intellectual curiosity

* Attention to detail

* Strong work ethic

* Ability to multi-task and work independently in a fast-paced, dynamic environment.

* Able to navigate around a complex, matrix organization,

* Strong problem solving skills with ability to logically analyze complex processes and systems.

* Enthusiasm for data driven decision-making

* Strong listening, written and oral communication skills

Want to learn more about ADT?

Visit us online at www.adt.com or on Facebook.