Analytics & Data Analyst

We are the leading global consumer robot company, designing and building robots that empower people to do more, both inside and outside of the home. Founded in 1990 by Massachusetts Institute of Technology roboticists who had the vision of making practical robots a reality.

The Customer Care Data Analyst will be responsible for creating ongoing performance reporting for the Customer Care organization and conduct analysis on trends and outliers to identify root cause performance drivers in order for the Customer Care Management Team to create plans to improve overall customer satisfaction and loyalty.

* Execute system administration tasks in order to support user’s domestic and global. * Provide support to management on user privacy preferences and handle customer issues regarding privacy. Assist management with system upgrades and improvement process. * Provide reporting regarding all aspects of CRM and customer databases. Use built-in analytic tools or SQL search queries to produce and distribute reports. * Track and analyze trends in product problems. Report trends based on hardware, software, compatibility and other criteria to CRM manager. * Assist in developing new and efficient ways to service customers using the RightNow platform offerings via web, mobile, social, etc. * Maintain database integrity and manage multiple data integration points * Understand trends, uncover root cause and meaning of the data. * Model and predict results and impact as a result of change in strategy or process. * Provides strategic and tactical support by analyzing and interpreting customer interaction data and call center KPI performance data to identify root cause, trends, and work as a member of the team in providing creative solutions to improve results and customer satisfaction * Assure integrity of data. * Identify business intelligence needs. * Prepare and deliver analysis in an effective manner. * Analyze data using standard statistical methods, interpret the results, and deliver analysis in an effective manner. * Participate in ongoing decisions concerning data collections, study design, methodology, and data analysis. *

* 1 - 3 + years experience with technical Customer Care, Sales, or systems administration * 3-4 years data analysis and root cause * Knowledge of statistical methodologies and techniques required * Business awareness and numerical ability. * Must possess solid communication skills (written, presentation, verbal). * Must value operating in a collaborative and cooperative environment. * Ability to show initiative, good judgment, and resourcefulness. * Word, Excel, PowerPoint, Visio, SharePoint, & MS Outlook * CRM experience (preferably with RightNow), SQL language knowledge preferred. Also, PHP, HTML, Javascript desired. * Excellent verbal and written communication & excellent presentation, organization and time management skills * Bachelor’s degree in Business Administration, Statistics, Marketing, or any related field from an accredited institution. * Six Sigma/Lean experience desired