Data Insights Analyst
4 days ago
About Royal Caribbean Group
We are seeking a highly skilled Data Insights Analyst to join our Contact Center Analytics & Solutions team. As a Data Insights Analyst, you will be responsible for delivering impactful insights into key business decisions and supporting projects that empower our end users to work efficiently.
The ideal candidate will have exceptional analytical capabilities, thrive in a fast-paced environment, love problem-solving, be a great communicator, and be passionate about our end user experience.
Essential Duties and Responsibilities:
- Conduct analysis to drive valuable business insights using internal analytics tools, i.e., SQL to access and manipulate data from disparate sources.
- Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers.
- Analyze user behavior to identify patterns, uncover opportunities, and create a common understanding of how people are interacting with our reporting content.
- Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers.
- Lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams to operate efficiently.
- Spearhead ongoing efforts to better understand sub-growth and identify future opportunities through analysis and reporting.
Qualifications, Knowledge, & Skills:
- Degree in Computer Science, Mathematics, Statistics, Industrial Engineering, Operations Research, or MS in Business Analytics, or 2 years of industry experience in a related field.
- 2+ years of experience with any of the following programming languages: R, Python, SAS, or similar scripting languages.
- 2+ years of experience with predictive and forecasting techniques and tools including time-series analysis (Autocorrelation plots, ARIMA / ARIMAX, Vector Auto Regressions, Recurrent Neural Networks), machine learning model development (grid searching, cross-validation, parameter tuning & optimization), and appropriate model evaluation (ROC analysis, confusion matrices, error rate logging).
- 2+ years of relevant work experience in analytics and/or business intelligence or related field.
- Strong analytical skills – with a proficient ability to read/write complex SQL queries for data analysis.
- Experience with data visualization tools (Tableau, Power BI, etc.) and strong storytelling skills for technical and non-technical audiences.
- MS Office tools i.e., Word, Excel, PowerPoint, Access.
- Strong and effective communication, presentation, and written skills and ability to work in a global environment.
- Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities.
- Collaborative, self-motivated with a desire to lead strategic problem-solving, execution, and ownership.
- Understanding of data warehousing concepts, relationship entity diagrams, and relational databases.
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