Digital Analytics and Optimization Analyst

Company Description

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

Job Description

As the Digital Analytics and Optimization analyst, you will be responsible for overseeing our self-service capabilities across channels(IVR, Chat Bot, Web, Mobile App). Your role will involve monitoring performance metrics, in depth analysis of data trends, patterns, and anomalies, collaborating with IT and business partners, and executing changes to optimize customer interactions and satisfaction. You will foster a mindset of optimization and innovation across the organization.

Key Responsibilities:

Channel Management:
? Oversee the chat bot, web, mobile app, and IVR channels, ensuring they deliver seamless and efficient self-service experiences.
? Monitor key performance indicators such as containment, deflection rates, and customer satisfaction scores.

Performance Analysis and Optimization:
? Analyze data from chat bot and IVR interactions to identify trends, pattern, issues, and opportunities for improvement.
? Translate data findings into actionable recommendations that align with business goals.
? Develop and implement strategies to enhance channel performance, reduce call volumes, and improve customer satisfaction.

Collaboration and Recommendations:
? Partner with IT and business teams to recommend and implement changes that enhance the effectiveness of our digital service channels.
? Work cross-functionally to align channel improvements with overall business objectives and customer needs.

Reporting and Communication:
? Create and update dashboards and reporting for critical metrics that will showcase the effectiveness and outcome of changes made to our digital service capabilities
? Provide regular updates to stakeholders on performance metrics, improvement initiatives, and strategic plans for chat bot and IVR channels while also providing recommendations to our web and mobile app teams.
? Communicate effectively with team members and stakeholders to ensure alignment and transparency in product development and optimization efforts.

Qualifications
? Bachelor?s degree in Business, IT, Computer Science, or a related field.
? Minimum of 4 years of experience as a Data analyst, Product Owner, or in a similar role, preferably in a service center environment.
? Experience with CCaaS platforms, Tableau, and Excel
? Strong understanding of chat bot and IVR technologies and best practices.
? Proven ability to translate complex findings from qualitative and quantitative data into recommendations. Ability to summarize in-depth analyses into concise and actionable insights for senior managers and directors.
? Excellent communication, collaboration, and stakeholder management skills.
? Familiarity with contact center operations and customer experience strategies

Additional Information

Workplace
? One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.
? Our office is based in Plano, east of I75 near E. Park Blvd, just North of Historic Downtown Plano.

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.