Staples Sr. Insight Analyst (IA III) in Florence, Kentucky
The Business Intelligence and Project Services (BIPS) division of Staples Customer Service continues to grow through delivering valuable insights and innovative tools to empower our internal customers to be strong and strategic leaders. The BIPS division has experienced exponential growth and has amassed amazing talent over the past five years. As we grow we continue to be tapped by our customers to do more and stretch ourselves to expand our offering because we deliver results and demonstrate expertise in our space. Our division has team members in Halifax, NS and in four major locations in the United States: Aurora, CO, Florence, KY and Framingham, MA.
The Customer Intelligence organization within BIPS strives to deliver value every day to our customers, our associates, and our internal business partners through insightful, relevant, and actionable insights supported by data, primarily focused on improving the customer experience. Our customers range from Senior Vice Presidents across the company to Contact Center Managers within Customer Service. The Insight Analyst is responsible for using analytical tools and statistical methods to provide insight into key business opportunities and help make decisions. This position represents an ideal role for a highly motivated and analytical minded individual. Given the strategic and cross-functional nature of this role, successful applicants will possess a combination of structured thinking, exceptional collaboration skills, strong analytical ability, and a passion for leveraging these skills to solve business problems.
As a Senior Insight Analyst, you will leverage advance analytics methods and statistics to surface insights that improve the customer experience, develop and execute a research approach, and communicate research findings to our business partners and stakeholders. The role is critical to providing meaningful, actionable insights to make improvements as well as develop business cases to support improvement initiatives. The ideal candidate will be well versed in qualitative and quantitative research methodologies, statistical approaches, and data extraction.
As a high growth organization within an established company with a trusted & evolving brand, we move at a fast pace and take calculated risks. While this is a demanding position, you’ll be surrounded by a passionate team of individuals that are dedicated to a common goal of adding considerable value and being trusted advisors for our leadership teams.
On a typical day you might:
Provide ad-hoc analysis to address specific business questions from stakeholder groups.
Use a variety of techniques to answer research questions.
Utilize structured and unstructured data, as well and primary and secondary data sources.
Use advanced visualization techniques to explain research and analysis results.
Create and maintain reports or dashboards that show trends and results.
Develop and execute a research plan for a specific focus area for the Customer Intelligence Center.
Work with Customer Experience Managers to determine the research question to be addressed.
Design and implement a research plan.
Ensure approach and data behind analysis is sound.
Document and facilitate sharing of research findings in appropriate formats for the intended audiences.
Drive innovation within the team related to data analysis methods, techniques, or technologies.
Network within the Staples data community to learn of the available technologies and data sources.
Drive technical improvements for data storage, retrieval, and analytical use.
Proactively create tools and promote the use of platforms that support the reusability of code.
Function as an analysis SME within the team.
Review the work of junior analysts and provide feedback on their application of analytical techniques.
Review the work of team members and provide constructive feedback.
Advise on the technical application of analytical techniques for team members.
Provide guidance and support to research projects.
The ideal candidate:
Has the ability to thrive in an unstructured environment.
Can think strategically but execute tactically.
Loves to take on new challenges where there is not a cookie cutter path to the desired outcomes.
Is quick to establish rapport and trust with both peers and partners in other parts of the organization.
Knows how to best apply subject matter expertise within the organization.
Excels at time management and prioritization.
Can juggle a wide variety of activities with limited oversight, while keeping stakeholders informed of progress.
Bachelor’s degree or equivalent experience required (e.g., data science, social science, statistics, applied economics, engineering)
3 to 5+ years in the following areas:
Advanced analytic role utilizing advanced analytics techniques to analyze structured and unstructured data
Experience with selecting and applying appropriate research methodology
Proficiency programming in R or a similar statistical analysis platform
Performing statistical analyses (e.g. t-tests, ANOVA, regression)
Hands-on experience with data extraction and data visualization
Demonstrated ability to generate actionable insights out of data
Experience presenting complex research findings clearly, concisely, and effectively to a non-analytical audience
Experience in contact center or retail environments
Experience with some or all of the following:
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.