Data Analyst, Devices and Services, Customer Care Job at Google
Minimum qualifications:
- Bachelor's degree in a quantitative field or equivalent practical experience.
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5 years of experience in applying experimental design, causal inference, regression and classification models, marketing analytics, quantitative finance, risk modeling, economics, or UX design.
- Experience in SQL and a statistical programming language (e.g., R, MATLAB, Python).
- Experience in contact center operations or analysis.
Preferred qualifications:
- Master's degree in Statistics, Computer Science, Economics, or related quantitative discipline.
- Experience with controlled experimentation, causal inference, and statistical data analysis such as linear models, multivariate analysis, stochastic models, and sampling methods.
- Experience turning analysis results into actionable insights, and with scripting or statistical programming languages (e.g., R, Python) and SQL to implement statistical analysis and machine learning models.
- Ability to lead, self-motivate, teach others, and learn new techniques.
- Ability to influence business stakeholders and convey complex insights to non-technical audiences.
- Excellent written and verbal communication skills.
About the job
We are a part of the Devices and Services Customer Care team that engages with dedicated customers across the globe through our online resources and communities, social outreach, and one-on-one care. We represent the customer and we work closely with cross-functional partners across Google to make our products and policies better. We are responsible for providing strategic insights, analysis, and reporting to various stakeholders in the business.
As a Data Analyst, you will drive measurement, analytics, and machine learning modeling initiatives supporting strategic customer care programs. You will enable Customer Care to develop valuable, highly effective programs. Your work will influence the strategy for on-boarding and retaining its subscription customers. In this role, you will design and perform statistical analyses that continuously improve our customer loyalty and customer retention impact. You will be part of a larger data analyst community and you will collaborate with Engineering teams to embed improved models and measurements into production systems.
Google's mission is to organize the world's information and make it universally accessible and useful. Our Devices & Services team combines the best of Google AI, Software, and Hardware to create radically helpful experiences for users. We research, design, and develop new technologies and hardware to make our user's interaction with computing faster, seamless, and more powerful. Whether finding new ways to capture and sense the world around us, advancing form factors, or improving interaction methods, the Devices & Services team is making people's lives better through technology.
The US base salary range for this full-time position is $96,000-$146,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Responsibilities
- Work with large, complex data sets, solve complex analysis problems by applying advanced analytical methods, and conduct analysis including problem formulation, data gathering and requirements specification, processing, analysis, ongoing deliverables, and presentations.
- Design and analyze controlled experiment or counterfactual causal inference study to examine incremental impact of Customer Care programs.
- Build and prototype analysis pipelines to provide insights at scale. Develop comprehensive knowledge of Google data structures and metrics, advocating for changes where needed.
- Make business recommendations with effective presentations of findings to multiple levels of stakeholders through visual displays of quantitative information; present technical work internally to other data analysts and executives via synthesized analyses and visual storytelling.
- Develop and automate reports, and iteratively build and prototype dashboards to provide insights at scale, solving for business priorities.
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