[ref. a06962921] Senior Data Analytics Analyst - Stores & Customer Service

R2Net is a diamond bridal and jewelry company with a technology soul. A subsidiary to Signet, R2Net is responsible for the Blue Nile and James Allen online and offline shopping experiences. In addition to running those two banners, we are an innovative technology company that provides e-commerce and supply chain platforms to connect the entire span of the diamond industry’s ecosystem, including manufacturers, retailers, and consumers.

In this role, you will play a critical part in elevating the customer experience by leveraging data to provide actionable insights and drive business decisions. This position requires a strong analytical mindset, technical expertise, and exceptional communication skills to influence and partner with key stakeholders.

Key Responsibilities:

• Dashboard & Reporting Development: Build, maintain, and optimize intuitive, user-friendly dashboards and reports that present data in a clear, concise, and actionable manner. Ensure these tools enable real-time, informed decision-making for the business.
• Customer Journey Analytics: Analyze the end-to-end customer journey to identify trends, pain points, and opportunities to improve the customer experience. Provide actionable insights that enhance service levels, satisfaction, and retention.
• Root Cause Analysis: Conduct deep-dive analysis to identify the root causes of customer service issues, operational bottlenecks, and process inefficiencies. Recommend data-driven solutions to address these challenges.
• Performance Monitoring: Develop and track KPIs for customer service teams, ensuring alignment with business goals. Monitor team performance, identify outliers, and provide insights for improving productivity and service quality.
• Sentiment & Feedback Analysis: Leverage tools like text and sentiment analysis to analyze customer feedback (e.g., survey results, reviews, chat transcripts) and uncover actionable insights for improving customer interactions and experiences.
• Predictive & Prescriptive Analytics: Use advanced analytics techniques to forecast customer service demand, predict potential customer issues, and recommend proactive strategies for resolution.
• Data Integration & Management: Oversee the seamless integration of data sources related to our Stores and Customer Service operations, creating a unified and holistic view of customer interactions, satisfaction, and performance metrics.
• Data Ownership & Quality Assurance: Take ownership of the structure, completeness, and reliability of customer service-related data. Collaborate closely with the Data Engineering team to implement robust data governance practices and improve data accessibility and accuracy.
• Business-Data Collaboration: Act as the critical link between data engineers and business stakeholders, translating complex business challenges into data-driven solutions and actionable insights. Effectively communicate data findings to both technical and non-technical audiences.
• Customer Segmentation: Develop data-driven customer segmentation strategies to better understand customer needs, behaviors, and preferences, enabling personalized customer service initiatives.

• Bachelor’s degree in Computer Science, Economics, Statistics, Data Analytics, or a related field. Master’s degree is a plus.
• Minimum of 3+ years in a data analytics, business intelligence, or quantitative analysis role, ideally within e-commerce, customer service, or digital marketing
• Previous experience in management consulting is a strong advantage.
• Advanced proficiency in SQL for data querying and manipulation.
• Expertise in Tableau or similar data visualization tools for creating impactful dashboards and reports.
• Strong knowledge of Excel and other data tools; familiarity with Python or R is a plus.
• Exceptional data visualization and storytelling skills, with the ability to simplify complex data into actionable insights.
• Strong analytical problem-solving abilities and a proactive mindset.
• Excellent communication skills, capable of effectively presenting data findings to senior stakeholders.
• Highly detail-oriented with strong organizational and time-management abilities.
• Understanding of e-commerce trends, customer journey analytics, and operational performance metrics related to customer service

Benefits

At R2Net, many of our roles offer a high-quality, comprehensive benefits package including healthcare, paid time off, retirement planning and opportunities for career advancement. Some offerings are dependent upon the role, employment type, work schedule or location:

• Paid time off
• Medical, Dental, Vision and Prescription Insurance
• 401(k) Retirement Plan with company match
• Flexible spending account
• Health savings account
• Tuition Reimbursement
• Employee discount
• Parental leave
• Life insurance

Annual base pay: $85,000 - $115,000. Final pay rate shall be determined and is based on experience and qualifications.

At this time, R2NET will not sponsor a new applicant for employment authorization for this position.

Additional Information: R2NET INC. is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status or any other basis prohibited under applicable federal, state or local law.

R2NET INC. will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. #LI-WK1