Adobe is looking for an experienced candidate to join the Customer Experience organization. We are seeking an individual with strong analytical skills with a proven track record of data analytics and business intelligence and the ability to translate data into measurable and actionable insights that will improve customer Experience operations. The ideal candidate is passionate about customer experience, has experience in data analytics, great communication skills and will use data to advocate for our customers within Operations.
The Customer Experience Operations and Analyst will be responsible work within the Customer Experience Operations Teams to identify, review, improve and monitor all activities and processes related to Customer Experience Operations and Insights for Consumer Support Services. In partnership with other members of the Customer Experience team, this position will derive insights to optimize support operations, and monitor, track and report on the status and risks of execution. In addition, the Operations and Insights Analyst will improve organizational and operational processes to streamline the team's initiatives. Specifically, this role will be expected to establish and maintain an operational cadence, track progress to the operating plans (using established KPIs), develop and share regular status reports and dashboards, provide operational input for programs, meetings and presentations.
Develop and deliver new interactive reports to better understand customer experience & operational effectiveness and allow end users to self-serve for additional insights.
Exceptional ability to think through problems systematically and identify and evaluate alternative solutions.
Evaluate performance against established metrics; uncover operational themes, trends, and areas of opportunity.
Excellent data reporting and data manipulation from various sources and databases.
Ability to identify business needs and requirements, develop proposals and influence their approval.
Ability to plan and organize work, and prioritize tasks.
Ability to stay on task and deliver results within tight timeframes.
Experience in Operations and Insights, business process development / management.
Expertise in researching and implementing best practices.
Experience in designing, building, managing, monitoring and improving business processes and templates.
Experience creating exceptional people-focused process enhancements.
Ability to lead through influence, and gain cooperation from team members.
Demonstrated business acumen with data based decision making.
Ability to think strategically, as well as work tactically.
Ability to work independently with minimum supervision, and to collaborate effectively as part of a team.
High degree of flexibility, versatility, and self-motivation are key.
Excellent interpersonal, verbal and written communication skills, as well as follow-through are essential.
Ability to adapt to and work effectively with a variety of users, and in challenging situations.
Stay abreast of changes to business rules, workflows, and tools that affect customers and employees
Ability, willingness and desire to learn, grow and be curious.
Willingness and desire to take on additional responsibility.
Outstanding organizational ability
Job Level Individual contributor
Experience with communication and analytical tools, such as MS PowerPoint, MS Excel, Tableau, PowerBI
Proficiency with web analytics tools (Adobe Analytics, Google Analytics) preferred but not required.
Expertise in Excel (advanced level)
Education Bachelor or Master in CS, mathematics, statistics, business or related fields
Strong proficiency in querying and manipulating large data sets for analytical purposes
Strong ability to creatively use data to solve business problems
Job Type Full time
Experience 3-5 years
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
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Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.
Adobe Systems Incorporated