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 Sr. Analyst, QBG Support Website

Details
Country: USA
Location: AZ Tucson
Total applied: 33
Job ID 56068
Position Type Full-Time Employee
Company Name Intuit Inc.
Location Tucson, AZ
Salary Unspecified
Experience 5-10 Years Experience
Sr. Analyst, QBG Support Website

Primary Responsibilities :
We are currently seeking a talented Sr. Analyst to work in our Tucson office with the QuickBooks Support Website team. As Sr. Analyst you will be a firm advocate for customers of the QuickBooks Support web site, and the supporting Knowledgebase. Your mission will be to research and report on the experience of users of these sites and turn this research into actionable recommendations to accomplish business objectives. You will act as the leader for implementing and managing both traditional web analytics data and from Intuit's core ACSI driven Customer Satisfaction and VOC data collection systems.

The ability to evangelize the importance of user-oriented sites and data-driven decision-making will be critical. Creativity is key, as you will need to devise new methods to improve site usability and effectiveness and to measure that improvement.

RESPONSIBILITIES:
Web Visitor Behavior & Outcomes Data
- Create web support metrics and analytics dashboards with support leaders; analyze and report holistically on a weekly basis. Educate Intuit Business Units and support organizations on the value of site metrics and usability
- Create, review and submit weekly, monthly metrics reports for web Behavior and Outcomes. Include metrics definitions, and suggestions for further analysis.
- Assist in automation efforts that needed for executive-level reporting (Excel, extracts, SQL, etc).
- Learn to define and manage site data collection tags on all business unit web sites; partner with development team to ensure optimal implementation.

Web Visitor Experience Data
- Define and project manage web site surveys, partnering with Central Analytics organization and other BU's. Use surveys to measure the drivers of customer satisfaction, determine overall satisfaction, know how to impact future satisfaction scores, and predict customers' behavior.
- Analyze ACSI driven customer research and provide analysis and recommendations to improve site performance. Report monthly to web team leaders and support leaders, about Watchpoints and recommendations for action. Review customer data weekly and coordinate with web team members to create, and measure, ongoing site improvements.
- Participate and eventually coordinate user testing to define best support solutions and improve customer satisfaction scores. Testing may include online surveys, lab user testing, or multivariate / A-B testing on the live sites. Work with central organization to define, execute and analyze tests.

Best Practices Leadership
- Learn and apply industry technology and drive metrics tools with current vendors for the benefit of Intuit.
- Develop best practice approaches for analyzing user behavior on the web site(s); as well as general tracking set-up, and data interpretation.
- Educate and advise internal groups on how to best leverage available data and tools. Collaborate with corporate teams for ongoing learnings.

Qualifications :
QUALIFICATIONS:
- Experience in business analysis for Fortune 1,000
- 5-7 years of proven analytical methodology - applying process to new business issues without previous business insight
- 5-7 years of experience in using standard Business Intelligence OLAP tools. Experience in large data warehouse environments (ERP, CRM) a plus.
- BA or BS Quantitative coursework (mathematics, statistics, computer science) a plus, but not necessarily required.
- Excellent communication skills and ability to interact with all levels of end users and technical resources.
- Expert at Excel.

- Apply for Sr. Analyst, QBG Support Website


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