Lead Data Analyst at Sandisk in Milpitas, CA

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES: Analyzes customer support operations data to support digital transformation initiatives across Sandisk Global Customer Support. Collects, validates, and interprets data from multiple data sources to identify trends, gaps, and opportunities for process improvement. Develops dashboards, recurring reports, and ad hoc analyses that measure self-service performance against business goals,  customer experience outcomes, and transformation objectives. Weaves data analyses to interoperate with key operational metrics. Partners with program managers, operations leaders, IT, and business stakeholders to translate data findings into clear insights, recommendations, and action plans. Monitors key metrics, highlights risks or anomalies, and supports data-driven decision-making throughout the lifecycle of digital support initiatives.  Strong analytical capability is required. Supports requirements gathering, data discovery, metric definition, and reporting design for customer support transformation efforts. Works with stakeholders to understand operational questions, define measurable success criteria, and ensure data outputs are accurate, consistent, and actionable. Maintains reporting documentation, validates source data, investigates variances, and communicates findings in a clear and concise manner. Participates in business reviews, solution evaluations, and operational working sessions to provide analytical support, quantify impact, and recommend opportunities to improve support efficiency, automation effectiveness, containment, service quality, and customer experience.  Specific to assignment:   Based on business needs, reviews digital support solution data, market capabilities, and operational requirements to assist in evaluating tools, platforms, and analytics opportunities that support global customer support transformation.  Regularly reviews operational insights from multiple sources, collates findings, and identifies key trends, risks, and performance drivers for program manager and leadership evaluation.  Serves as analytical support for digital transformation programs, working with internal and partner resources to define metrics, build reports, analyze Jira or operational data, and track initiative performance.  Attends digital strategy project meetings and supports development of data-driven documentation for digital strategy initiatives, inclusive but not limited to performance dashboards, business requirements, metric definitions, process flows, analysis summaries, and operational readouts.  Contributes to the analysis of conversational get-help content performance, customer journey behavior, containment effectiveness, and support channel outcomes to inform content strategy and continuous improvement recommendations.  Supports special analysis projects as determined by Management. REQUIRED: BA/BS or Equivalent Experience  5 -10 years in data analysis experience for consumer facing digital strategy solutions  SKILLS: Strong in-depth analysis using variety of data sources  Excellent written and verbal communication  Strong curiosity and relentless drive to build consumable data stories  Detailed organization and project tracking  Able to influence without authority  Adobe Analytics and Tableau experience  Sandisk is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical co