Senior Analyst, Digital Research — Los Angeles

The Sr. Analyst, Digital Research is responsible for reporting and insights in support of optimizing the performance of our online support channels, including the Online Account and Online Support site. This position reports to the SVP Research.


  • Provide analytics and insights to help drive decision-making and support the continuous improvement of the online support channels
  • Understanding objectives, determining key metrics, developing the appropriate tagging strategy and delivering synthesized data, deriving insights and articulating them to key stakeholders
  • Partner with senior research team in communicating results to business partners and the senior leadership team
  • Develop best practices for using and developing tagging strategies for web analytics tools (Site Catalyst, Google Analytics) as well as integrating data from web analytics tools with external sources
  • Develop analysis and recommendations/actionable next steps on improving the online experience
  • Perform in-depth analysis of information from multiple data sources (web analytics data as well as external data) and provide significant insights into factors impacting online results
  • Manage the production and distribution of recurring reporting and ad-hoc analysis
  • Translate findings/results in a clear concise manner Analyze and communicate to key stakeholders regarding the effectiveness of new initiatives, site changes, customer adoption campaigns and multivariate testing
  • Provide SVP with recommendations for the appropriate measures of success used to evaluate the performance of online support sites and various improvement initiatives
  • Generate ad-hoc reports and set up dashboards in Site Catalyst
  • Work with key stakeholders to understand the analytics objectives and needs and develop the appropriate Tagging strategy for the web analytics tools (i.e. Omniture, etc.)
  • Create and test tracking codes and ensure website tagging is accurate
  • Lead reporting project efforts to drive enhancements to reporting and analysis capabilities including developing and documenting reporting or tagging requirements, documenting project plan and communicating status
  • Participate in the design, site flow and metrics tracking discussions to ensure all required tagging and metrics are appropriately developed
  • Bachelor’s degree in mathematical, analytical, computer science/web development or similar fields preferred
  • 5+ years of experience performing and leading web analytics
  • Expert in site analytics tools such as Adobe Site Catalyst (Omniture) required
  • Google Analytics including implementation/tagging experience and data analytic skills
  • Practical problem solving and strategic thinking skills
  • Strong mathematical skills
  • Expert knowledge and capabilities in Excel 
  • Must be able to identify issues with the data and problem solve
  • Extremely strong written and verbal communication skills, collaboration skills; great attention to detail 

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