About the Team:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

About the Role

You will report to the Manager, Customer Service Insights and be based in our New Jersey office.

You Will:

Develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenging and improving the systems/processes currently in place.
Support the Manager, Data Analytics in the delivery of their key responsibilities.
Deliver Reports and Analysis within agreed Service Level Agreements.
Support stakeholders in the understanding and application of performance statistics.
Highlight trends to management.
Design and develop accurate and appropriate management information/business intelligence for distribution to internal stakeholders.
Update and maintain relevant working tools and materials.
Undertake quality control and accuracy checks/audits.
Monitor and report on performance against internal and external Service Level Agreements.
Maintain Management information systems – contribute to the design and implementation of operational management information systems.
Support Quality Management Information.
Develop Service Delivery Review packs.
Design, research and build presentations for Departmental managers to interface with the wider business.
Support projects by providing reports and analysis to measure the success of new initiatives.

You Have:

1-2 years of customer service experience and/or experience with large datasets.
Advanced knowledge of MS Excel, with proficiency in PivotTables, Macros and Charts.
Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides and Forms.
Knowledge of Microsoft Access and Word.
Intermediate VBA programming skills.
Knowledge of and basic proficiency of SQL in programming language and its function in data analysis.
A willingness to travel, the expectation will be that this role may require some visits to each contact center.
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
Basic knowledge of Data Visualization tools such as Google Looker Studio and Tableau.
Basic statistical analysis skills.
Familiarity with digital experience trends and metrics.
Familiarity with AWS and BigQuery.
Intermediate statistical analysis skills.
Familiarity with usage of Python and R for data analysis.

Our Benefits

Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Medical, Dental and Vision Insurance Plans
Education Benefits
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program

\#LI-Hybrid

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area: Dow Jones - Customer Service

Job Category: Data Analytics/Warehousing & Business Intelligence

Union Status:

Union role

Pay Range: $60,008 - $75,000

We recognize that attracting the best talent is key to our strategy and success as a company.As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Req ID: 49850

Dow Jones

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