Lead Analyst

• Be a central part of our mission to become the expert design and marketing partner for small businesses by helping teams across Vista to understand their impact on customer experience and how they can become more customer-centric.

• As an analytics partner, be an integral part of the CARE Product Development team that creates innovative solutions to create excellent support and a world-class experience for our customers, specialists, and designers, including AI/GenAI-driven solutions.

• Explore, analyze and model data from various contact center data sources to create holistic reporting of the performance, drivers, and trends of Contact Center Operations and to understand the impact of improvement drivers for customer experience and efficiency as well as to identify improvement opportunities for the Product teams.

• Deliver data insights in actionable, informative and visually exciting user interfaces, enabling stakeholders to understand current performance and trends, key drivers of experience as well as prioritized areas for action.

• Design, give advice on, and execute a/b/n tests to optimize the customer experience, analyze results to provide insightful recommendations to the business, and build self-service experimentation capabilities for the Product team.

• Coach more junior analysts and guide their work to deliver best-in-class analytics for stakeholders.

• Collaborate with CARE, analytics, engineering, and other business colleagues from all over the world who understand the value of a truly diverse and cross-functional workplace. At Vista, your voice and expertise are heard!

• Collaborate in a fast paced, agile environment that focuses on delivering customer value early and often.

• Passionate about data and technology. Proficient in SQL and in creating great self-service dashboards, eg, in Tableau or Looker. Other programming languages/analytics platforms (eg, Python, R, Google Analytics) and experience with hypothesis testing is a strong plus.
• A resourceful and pro-active problem solver. Strong analytical thinking, excellent organizational skills, strong attention to detail, an ability to effectively deliver on projects and support multiple business partners as well as a drive to pro-actively see, follow-up, and resolve analytical problems.
• Have a growth mindset. A continuous self-learner by nature. Sees challenges as an opportunity to grow. Thinks setbacks and mistakes are valuable learning moments; effort and feedback are essential tools to grow.
• Inquisitive by nature. Comfortable with exploratory analysis and statistical techniques and able to find meaningful patterns and trends in the data; ability to tackle complex problems, drawing inferences from data, and create workable solutions based on business rules.

Why you'll Love Working Here: