Business Analyst - Customer Service

This range is provided by Getty Images. Your actual pay will be based on your skills and experience "” talk with your recruiter to learn more. Base pay range $75,000.00/yr - $113,000.00/yr Business Analyst - Customer Service Type: Full-time/permanent Who You Are: The mission of the Data and Analytics team at Getty Images is to use data-driven insights and analytical expertise to better understand customers, grow revenue, and optimize operations by enabling strategic decision making. As a Business Analyst within the Customer Care vertical, you will contribute towards improving customer experience and enhancing service operations. You will also have the opportunity to influence the development and implementation of critical initiatives focused on Customer Service. In addition to possessing strong analytical and communication skills, you are comfortable working independently to extract actionable insights from data as well as collaborating with team members and leadership to prioritize business needs. If you are interested in the application of data to resolve issues and anticipate trends related to customer satisfaction and service efficiency, this role would be an excellent fit for you. Your Responsibilities: The Customer Service and User Experience teams rely on access to customer interaction, behavior, and feedback data to advise, drive, and evaluate their strategic goals. As a Business Analyst, your main responsibility will be to deliver data-driven insights and implement data-driven solutions to improve customer experience and increase service efficiency. Run deep strategic analysis by collecting, processing, and visualizing data from various sources to address business inquiries, identify trends or issues, deliver actionable insights, and recommend data-driven solutions. Develop and maintain pipelines, dashboards, and reports to supervise individual and departmental key performance indicators and other service success metrics. Guide experimentation by advising test designs, crafting measurement plans, and evaluating impacts and opportunities to accelerate decision-making and enhance service quality. Collaborate with team members and leadership to identify areas for improving service processes and assist with the development of service strategies. Prepare, document, and present data findings and recommendations in a clear and concise manner, ensuring stakeholders and leadership have the right information to act efficiently. Stay updated with industry trends and best practices in data analysis and customer service. What You'll Need: Bachelor's or Master's degree Statistics, Business, or an equivalent quantitative field. If you are self-taught and believe you are a good fit for this role or have significant work experience, we would love to hear from you as well. Shown experience of having worked hands-on in a Data Analyst or Business Analyst role, preferably in a customer service environment. Proficiency in data analysis tools (SQL, Excel) and data visualization software (Looker, Power BI). Experience with CRM systems and customer service software (Salesforce, Calabrio) is also a plus. Strong analytical and problem-solving skills with knowledge of statistical analysis techniques and methodologies. A shown understanding of customer service KPIs, such as service levels, resolution times, and CSAT to identify trends is an advantage. Excellent written and oral communication skills with an ability to transform sophisticated data into clear, compelling, and visually engaging insights tailored for different audiences, from frontline teams to senior leadership. Ability to work independently on a project from ideation to delivery and as part of a team to assemble the vital requirements or data. Familiarity with programming languages such as Python or R for optimizing workflows and automating repetitive processes is an asset. Working at Getty Images: Our goal is to be one of the best places to work globally, which means we're dedicated to providing experiences and resources that allow you to do your best work. Foundational to our culture are our Leadership Principles, which are the shared values that guide how we come together to do our work. We raise the bar and collectively bring solutions while exercising trust, transparency, and care. We actively reject biased behavior and are inclusive of different voices, perspectives, and experiences. We focus on our customers and deliver on our commitments and commercial goals. Getty Images believes that diversity is critical to our success in moving the world and is committed to creating an inclusive, mutually respectful environment that celebrates diversity. We seek to hire based on merit, competence, performance, and business needs. Getty Images is an equal-opportunity employer. #J-18808-Ljbffr

Created: 2025-03-03