Senior CX Data Analyst

Vanguard Malvern , PA 19355

Posted 2 months ago

Client Experience & Digital (CXD) is hiring talented analysts! We are looking for passionate individuals who want to leverage the power of analytics to drive improvements to the client experience. In CXD we are organized around journey labs and client experience: cross-functional teams that operate in an enduring product ownership model. We are seeking a highly talented senior data analyst to drive insights and enable actions for the business in advancing the reach and capabilities of the Client Voices Program (VOC). As a senior analyst, you'll develop and refine an analytics portfolio that helps to drive the expansion of Vanguard's VOC programs across all business lines and customer facing channels within RIG. This role will also partner with team members and broader analytics community to showcase specific work that directly contributes to business strategy and analytics value.

As a Senior Analyst in the RIG Client Voices Program, CXD, you will:

  • Perform deep dive diagnostic, predictive and prescriptive analytics to drive insights to customer behavioral measures Identify and prioritize areas of greatest opportunity to deliver enhancements to survey design and measurement

  • Visualize and tell compelling stories with data

  • Partner with Data Science team to assist in data design and use case development to develop predictive models that drive improved CX

Strong candidates will have demonstrated an ability to:

  • Work in an ambiguous environment and adapt quickly to change.

  • Independently translate a broad business objective into a set of incremental analytical deliverables.

  • Learn new technical, consulting and problem solving skills

  • Develop and create analytical solutions to address operational, product, channel and client service challenges and opportunities.

  • Communicate effectively and show flexibility in style based on the audience.

To learn more about CXD, visit our site on SharePoint.

Core Responsibilities

  • Engages with internal partners to understand business strategy, questions and goals. Brings structure to business requests, translates requirements into an analytical project approach, and leads projects through completion. Delegates tasks and provides tactical and strategic guidance to peers.

  • Acquires and compiles structured and unstructured data and verifies its quality, accuracy and reasonableness.

  • Performs analyses of historical data to surface trends and insights using advanced analytical methods.

  • Prepares and delivers visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.

  • Develops, owns, and manages recurring analytic or reporting processes.

  • Mentors, coaches, trains, and develops junior analysts. Proactively expands knowledge of business and analytics and shares with team members. Develops and documents best practices.

  • Participates in special projects and performs other duties as assigned.

Qualifications

  • Undergraduate degree (BA/BS) in an analytic/quantitative field. Master's degree preferred.

  • A minimum of 3+ years of relevant professional experience in a data analysis role.

  • Experience querying data with SQL and programming with Python, R, or SAS.

  • Demonstrated track record in customer experience, business or marketing analytics

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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