• Digital Experience Data Analyst

    DTE Energy
    Job Description
    Responsible for providing metrics reporting and analytical support to the Customer Service Digital Experience team, who provide customer care via Facebook, Twitter and other digital channels. Utilizes strategic thinking and deep familiarity with social/digital metrics, sources, and software to interface with cross-functional leaders and teams to understand data requests and meet their needs using computer-based applications and digital technology. Delivers actionable insights and executive level reporting through strong understanding of social media management tools. In addition, uses continuous improvement methodologies to document business processes and identify related needs.
    Span of control (0) - this is an individual contributor role.

    Key Accountabilities:
    • Works closely across departments, including: the Digital Experience team (customer care through social media), the Corporate Communications team (social media management), and the Digital Innovations team (strategy) to understand digital customer care data and extract, analyze, and prepare data for business unit leadership presentations.
    • Creates measurement plans from scratch, including Key Performance Indicator (KPI) definition, benchmarking, goal setting/forecasting and leads ongoing reporting.
    • Prepares weekly metric results for team and individual performance.
    • Designs and configures data visualization for monitor display.
    • Configures and monitors tagging methodology via 3rd party sources and tools to aggregate, distill, and digest large-scale data.
    • Aids and participates in formal and informal presentations, creating ad-hoc reports when needed.
    • Make recommendations regarding process improvements and helps develop performance policies and procedures.
    Minimum Education & Experience Requirements:
    • Bachelor’s degree and 2 years of experience as a social media analyst.
    • Advanced knowledge of social media management tools such as Conversocial, Hootsuite, Sprinklr, etc.
    • Working knowledge of web analytics tools such as Google Analytics.

    Other Qualifications
    • Bachelor’s degree in Statistics, Marketing, Economics, Finance, Computer Science, or Information Systems.
    • Deep understanding of digital platforms (Facebook, Instagram, YouTube, etc.), content strategies, and performance measurement.
    Other Requirements:
    • Exhibits excellent organizational, time management, problem-solving and critical thinking skills.
    • Exhibits exceptional written, verbal and presentation communication skills. Reads, writes and speaks English fluently.
    • Understanding of tagging/tracking implementation and automation of data capture is preferred.
    • Ability to self-direct and provide technical direction to others.

    Additional Information:
    Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.

    DTE Energy is an equal opportunity employer and considers all qualified applicants without regard to race, color, sex, sexual orientation, gender identity, age, religion, disability, national origin, citizenship, height, weight, genetic information, marital status, pregnancy, protected veteran status or any other status protected by law.
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