Data Analyst, Product & Omnichannel Analytics
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Job Description
Senior Data Analyst at Gainwell focusing on product health, operational analytics, and omnichannel strategies. Collaborating across Product, Operations, and Engineering teams to drive data-driven insights.
Responsibilities:
- Lead the design and delivery of Power BI reporting and dashboards that provide a holistic view of product health across contact center, back-office, and omnichannel operations.
- Serve as a subject-matter expert for contact center and omnichannel analytics, including voice, chat, CRM, and case management data.
- Partner with Product, Operations, CX, and Engineering leaders to define key metrics, health indicators, and success measures for Provider+ and CEF.
- Analyze support demand drivers, failure demand, repeat contacts, backlog trends, and operational inefficiencies.
- Perform advanced trend, root-cause, and correlation analysis to identify risks, improvement opportunities, and emerging issues.
- Design and maintain scalable Power BI data models, optimized datasets, and reusable reporting components.
- Drive report automation and optimization, reducing manual effort and improving performance and reliability.
- Develop and optimize SQL queries and data workflows supporting analytics solutions.
- Translate insights into clear, actionable recommendations for leadership and delivery teams.
- Establish and enforce reporting standards, metric definitions, and documentation.
- Mentor junior analysts and provide guidance on analytics best practices.
- Balance short-term reporting needs with long-term analytics strategy.
Requirements:
- 5+ years of experience in data analytics, reporting, or operational/product analytics.
- Advanced experience delivering Power BI solutions in a production environment.
- Strong proficiency in SQL, including complex joins and performance optimization.
- Strong experience with Power BI data modeling, Power Query, and DAX.
- Proven experience analyzing contact center, CRM, and operational data.
- Experience supporting internal products or platforms in a product or service delivery environment.
- Experience with Python or scripting for automation and advanced data preparation.
Benefits:
- generous, flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
- leadership and technical development academies
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