Description
The eChannels Business Analyst will support the company's mobile Web strategy, including customer usability considerations, enhancements, testing, metrics, reporting and content updates. The Analyst will also inform the company's Web engagement team on how the mobile experience is affected by other enhancements through digital/Web channels.- Web support and maintenance
- Create, edit, manage and post online content
- Follow company digital user experience guidelines.
- Use best practice principles in a variety of disciplines such as to customer service, marketing and graphic design
- Incorporate customer, business and functional needs along with company standards and guidelines in the development and implementation of web technologies
- Create new site/service development, including assisting with requirements gathering, creating functional site prototypes, and testing
- Perform quality control and review at all stages of mobile site production with client and Web team to ensure final product meets all defined standards
- Collaborate with all company business areas and other team members
- Process and post multimedia files to the Web.
- Recommend new technologies and techniques by staying abreast of current development and trends in Web technologies that would improve electronic communications and customer service
- Track and analyze website performance, click, stream and paths to provide data driven Business Intelligence and improve online experience.
- Participate in site re-designs and enhancements as a measurements expert, identifying reporting requirements, implementing new metrics and reporting enhancement results.
- Create holistic data reports to provide insights and help drive business decision-making.
- Utilize internal and external resources to gather relevant industry benchmarks for website metrics.
- Consult and partner with the key stakeholders to define and develop a strategy for reporting and analysis based on key performance indicators and metrics in order to optimize all aspects of site analysis which will maximize the customer experience.
- Be responsible for development and coordination of all tracking tags and tracking parameter implementations
- To exhibit a high degree of pro-activeness in analysing customer behavior using available data to influence changes on the website.
- Bachelor's degree in a related discipline with at least 5 years of work experience - at least 3 years experience performing website maintenance and/or developing websites, or the equivalent combination of formal education/training/experience.
- May be required to respond to emergency events
- May require up to 25% local travel
Proficiency in:
- Microsoft Office (in particular Outlook, Word, PowerPoint and Excel)
- Adobe Creative Suite (in particular: Photoshop, Flash, Dreamweaver, Acrobat)
- XHTML
- CSS
- JavaScript
- Web Traffic Reporting Tools (WebTrends and Google Analytics)
- Basic operating system functions: ability to map drives, ability to install applications, browser operation (Internet Explorer, Firefox, Safari)
- Web Content Management Systems
- Working knowledge of MS Visio 2003
- Working knowledge of Microsoft Office SharePoint Services (MOSS)
- Demonstrated ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
- Demonstrated ability to manage multiple projects, objectives, and deadlines
- Demonstrated ability to collaborate on projects as part of a team
- Demonstrated ability to communicate effectively, including strong writing and editing skills
- Demonstrated self-starter with ability to exercise good judgment
- Ability to lead Matrix teams and collaborate on projects as part of a team
- Customer-service focused
- Excellent analysis and problem solving skills
- Detail-oriented
- Ability to act with minimum direction
- Ability to troubleshoot common technical issues related to Web maintenance tasks
- Demonstrated quick learner
- Understanding of Microsoft SharePoint 2010 platform
- Working knowledge of content management and/or portal systems
- Working knowledge of Mac platform
- Familiarity with Webtrends and Google Analytics
- Familiarity with Searchlight (Search Engine Optimization)