Data Analyst

Join our Hercules Contact Center Central (C3) SPARK team and play a crucial role in driving innovative solutions that transform data insights into actionable strategies. Our mission is to enhance operational health and efficiency through a centralized toolkit that streamlines representative setup and contact flow configuration. You'll collaborate with cross-functional teams and business partners to develop cutting-edge analytics and reporting tools using both Amazon-managed services like AWS Connect and custom-built solutions. This role offers the chance to work in a fast-paced, agile environment focused on modernizing contact center operations with cloud technology, directly impacting the quality of service we provide to customers.

About Our Team:

• Innovative Solutions: Development of operational insight tools that enhance the user experience for C3. We utilize both Amazon-managed services (like AWS Connect) and custom-built solutions to achieve our objectives.
• Collaborative Partnerships: Work closely with Engineers and Analysts in other C3 Product Capability Teams, and key business partners. Together, we aim to deliver comprehensive reporting and analytics solutions that empower contact center management.
• Data-Driven Decisions: Collaborate with business partners and users to derive essential metrics that assist contact center leaders in assessing operational health. Your expertise will transform data into actionable insights, driving the efficiency and effectiveness of customer service.
• Agile Environment: Excel in a fast-paced, agile setting where you will be at the forefront of delivering high-priority solutions within a cloud environment. Your contributions will directly support State Farm's commitment to optimizing and modernizing contact center operations.
• Business Acumen Development: Gain a deep understanding of business operations while advancing the objectives of the contact center. Your role will have a significant impact on the quality of service we provide to our customers.

This is a unique opportunity to contribute to one of State Farm's top initiatives-contact center optimization and modernization-while utilizing cutting-edge cloud technology. Join us in making a substantial difference in how we serve our customers!

Data Integrity & Validation

• Demonstrated ability to assess data quality, trace data lineage, and evaluate if data meets the needs for business decision-making
• Strong working knowledge of reporting data design and calculations, with the ability to identify and resolve discrepancies between data sources
• Applies a healthy skepticism to data - proactively investigating data construction, questions assumptions, and dig into root causes of issues
• Experience documenting and maintaining reference materials such as metric definitions, calculation logic, and data standards

Analytical & Testing Skills

• Leverages strong analytical and quantitative skills to examine data, test hypotheses, validate assumptions, and generate actionable insights that influence business strategies
• Experience designing and executing A/B tests, interpreting statistical results, and conducting pre- and post-test analyses to measure the effectiveness of business initiatives

Technical Proficiency

• Solid technical data background hands-on experience querying, analyzing, and validating large datasets
• Comfortable configuring and working with testing tools, including automation of data testing, in collaboration with engineers on our team, as well as cross-functional technology teams
• Experience with Databricks or similar cloud-based data platforms preferred
• Familiarity with contact center telephony metrics and data platforms (e.g., AWS Connect-based environments) is a plus.

Problem-Solving & Communication

• Excellent critical thinking and problem-solving skills, with a proven ability to translate complex data findings into clear, concise recommendations for business stakeholders
• Strong attention to detail with a commitment to accuracy and delivering high-quality work
• Ability to quickly learn and apply new technical skills in a fast-paced, evolving environment

Background familiarity with Agile processes, story construction, and ceremonies

Pulled from the full job description

• Tuition reimbursement

• Parental leave

• Health insurance

• Employee discount

• Vision insurance

• Dental insurance

• Bereavement leave, Our Benefits: Because work-life balance is a priority at State Farm, compensation is based on our standard 38:45-hour work week!

• Potential starting salary range: $80,600 - $120,000

• Starting salary will be based on skills, background, and experience
• High end of the range limited to applicants with significant relevant experience

• Potential yearly incentive pay up to 15% of base salary

At State Farm, we offer more than just a paycheck. Check out our suite of benefits designed to give you the flexibility you need to take care of you and your family! * Get Paid! On top of our competitive pay, you are eligible for an annual raise and bonus.

• Stay Well! Focus on you and your family's health with our robust health and wellbeing programs. State Farm pays most of your healthcare premium, and we offer multiple healthcare plan options, including a high deductible plan. All medical plans provide 100% coverage for in-network preventative care, AND you and your family have access to vision, dental, telemedicine, 24/7 mental health professionals, and much more!
• Develop and Grow! Take advantage of educational benefits like industry leading training programs, top-notch tuition assistance programs, employee resource groups, and mentoring.
• Plan Ahead! Plan for those big moments in life with benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and more. You can also start a savings account or consider financing through our State Farm Federal Credit Union!
• Take a Little "You" Time! You will have access to our generous time off policies designed so you can plan around holidays, family events, volunteering, or just to take a relaxing day off. With the opportunity to initially earn up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days, there will be plenty of time for you!
• Give Back! We offer several ways to give back through our Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund.
• Finish Strong! Plan for retirement using free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary.