The CX Operations team harnesses a wealth of data from our individual functions & business systems and presents them using intuitive, action-oriented reporting that empowers the entire organization. You will report to the Director of CX Operations and will play an important role in Ping's commitment to elevate data-driven decision making. As a Business Intelligence Insights Data Analyst, you will work closely with cross-functional business stakeholders and the company’s Data Services team to develop and enhance enterprise reporting, underlying data structures & processes, and ad hoc analyses.

Main Responsibilities:

Work cross-functionally within the CX organization to define and track appropriate KPIs for the GSO, Customer Success, Renewals and Professional Services teams Data cleaning: Identify and correct errors in raw data sets Build dashboards that empower quick data access and self-service for colleagues across different functions Collaborate with GSO, Customer Success, Renewals and Professional Services Managers to analyse usage and adoption trends to understand user behaviour Conduct in-depth analysis to understand the dynamics behind different KPIs proactively identifying opportunities for improvement. Define, develop, and maintain Business Intelligence reporting in Tableau, working closely with business stakeholders, and identifying & translating complex business requirements into solution designs. Document requirements in the form of Epics and User Stories in JIRA with clearly defined acceptance criteria. Lead demonstrations, data validation, and occasional enablement activities around the release of new reports, dashboards, or enhancements. Participate in establishing best practices, templates, policies, tools, and partnerships to expand and mature the capabilities of the CX Business Intelligence team.

You have:

8+ years of experience of building & maintaining Tableau reports. 8+ year’s experience with Salesforce, MS Dynamics, or similar CRM solutions. Advanced understanding of SQL and writing optimized queries. Tableau certification(s), such as Tableau Specialist or Tableau Data Analyst. Familiarity with data visualization best practices and design principles. Experience facilitating requirements gathering meetings with external stakeholders. Passion for statistics & analytics, process engineering, and information management Excellent analytical / problem solving skills and the ability to synthesize large data sets and applying analytic frameworks for insights Bachelor's Degree in Computer Science, IT, Engineering, Business, or related field.

You have an advantage if:

Experience implementing business intelligence programs. Experience developing in a formal SDLC environment, using GitHub, Jira, Confluence or similar tools. Experience with object-oriented programming languages (ex: Python, R, Java) and associated data manipulation, statistical, and visualization packages. Experience working with Databricks Data Engineering Platform. Business, Technology, or Analytics Consulting background.