Essential Duties and Responsibilities

• Proactively solicit feedback to develop and maintain reporting tools and dashboards that monitor key

performance indicators (KPIs) that provide visibility into customer satisfaction

• Analyze customer satisfaction data to identify trends, patterns, and areas for improvement, translating

insights into actionable recommendations

• Conduct root cause analysis on customer feedback to drive continuous improvement initiatives

• Prepare reports and presentations for stakeholders, communicating findings and recommendations

effectively

• Work with the larger Quality team and assist as needed with program management activities

• Coordinate the efforts and cross functional responses to Customer quality requirements and Customer

audit programs such as GMP (Good Manufacturing Processes) and Social Responsibility

• Assist with the maintenance of the Chamberlain Group’s Quality Management System for ISO9001 by

conducting internal audits and managing any necessary follow up

• Drive cross functional initiative to assess, develop and expand our Net Promoter Score (NPS) metric;

this entails assessing data to determine how we can improve response rate on current dealer metric, as

well as develop capability to gather NPS data from end-users and potentially Community customers.

• Engagement with other Data Analysts within Global Operations and Chamberlain to ensure best-in

class practices are deployed and assess new technologies enabling data analysis and visualization.

• Prepare code to efficiently extract data tables from DataBricks tool and similar technology.

• Comply with health and safety guidelines and rules; managers should also ensure compliance across

their teams.

• Protect Chamberlain Group’s reputation by keeping information confidential.

• Maintain professional and technical knowledge by attending educational workshops, reading

professional publications, establishing personal networks, and participating in professional societies.

• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Minimum Qualifications

Education/Certifications:

• Bachelor’s Degree in Business, Information Systems, Business Analytics, Statistics, Engineering or another related field

Experience:

• 3-5 years of relevant experience

• Experience in interpreting data and translating it into actionable insights

Knowledge, Skills, and Abilities:

• Strong analytical skills with proficiency in data analysis tools such as Excel, SQL, or similar

• Familiarity with data visualization tools (e.g., Tableau, Power BI)

• Ability to work collaboratively fostering strong relationships across teams

• Ability to up-level big data for VP and above use.

• A self-starter with the demonstrated ability to take initiative, who can proactively identify

issues/opportunities and recommend actions

• Strong results orientation with a proven track record of flawless execution and strong attention to detail

• Exceptional communication skills, both verbal and written, with the ability to present findings to diverse

audiences.

• Strong problem-solving abilities with a keen attention to detail

• A collaborative mindset with the ability to work across multiple teams and departments

• Adaptability and a proactive approach to tackling challenges

• A genuine passion for enhancing customer satisfaction

Preferred Qualifications

Experience:

• 4+ years of work experience within Analytics/Business Intelligence or Quality leading projects building

actionable, data-driven recommendations.

• Experience with customer relationship management (CRM) systems and customer feedback platforms

• Experience with Project Management/Tracking tools such as Jira

• Experience with ISO9001:2015

• Experience with quality management

Knowledge, Skills, and Abilities:

• Understanding of customer satisfaction metrics and key performance indicators (KPIs)

• Understanding of basic quality principles

The pay range for this position is $76,600.00 - $123,775.00; base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements). This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.