CCSM Analytics and Insights Analyst

Publix’s Customer Care and Social Media (CCSM) department is seeking an Analyst within the Analytics and Insights team who will develop analytical solutions for supporting the department and business area needs throughout the company. This includes dashboards and various data visualizations measuring department key performance indicators, as well as analyses for customer engagement performance, operational improvements, workforce, staffing and forecasting. Additionally, the Analyst will consult with business areas across the company to deliver impactful voice of the customer insights informing product and service decisions, strategic crisis response, as well as root cause of customer opportunities and pain points.

Ideal candidates have excellent communication skills, which includes exceptional writing, storytelling, and presentation skills with ability to tailor communications to a variety of audiences, including senior and executive leadership. Additionally, they are skilled in exercising sound judgement that support strong decision-making skills, accurate reporting, and trusted recommendations.

In Publix's corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix's corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews.

What you’ll do

• develop and implement analytical solutions by identifying, recommending, and resolving root causes to improve overall customer experiences and CCSM quality of service
• support the Analytics & Insights Supervisor to monitor critical and potentially brand damaging topics across digital, social media, and traditional platforms
• identify and support initiatives to improve data analysis processes for optimization, innovation, and precision
• act as team lead and subject matter expert to help train, mentor and guide Reporting Specialists, evaluate peer-review reports and presentations produced by team members, and critique and edit before delivery to internal customer