Job Title: Member Experience Insights Analyst
Reports To: Member Experience Insights Manager
Group: Strategy and Engagement
Compensation Range: $24 to $30 per hour

The Opportunity:

Are you someone who enjoys collecting and analyzing data to discover trends and member experience insights? If so, this is a great opportunity for you to join the Strategy and Engagement team at the CALIFORNIA ASSOCIATION OF REALTORS^®. Yes, we’re a 100+ year old organization serving real estate – no, we’re not a stodgy 100+ year old organization serving real estate. In fact, we’re pretty cool (or so we think), and we’re a powerful voice for housing in California. We also think we’re an awesome company to work for. So, here’s what you need to know about the job:

The Role:

We are looking for a Member Experience Insights Analyst to help carry out the organization’s customer experience (CX) initiatives with a focus on data and insights. The Insights Analyst will be responsible for ongoing measurement of KPIs across services including monthly, weekly, and daily reports for the call centers, management report, and more. The Insights Analyst will also collect, aggregate, and analyze data from various sources throughout the organization (i.e., surveys, email metrics, CRM, website analytics, etc.) to help achieve the CX yearly goals and data objectives. This role will work closely with the Member Experience Insights Manager to use data for identifying trends and understanding our members and their experiences. Lots of variety – you won’t be bored!

Key Responsibilities:

• Maintain and support existing dashboards with data across multiple sources such as call centers, emails, webinars/trainings, etc. for staff to understand the member experience for their projects and segments of membership. Create and manage processes to handle ad-hoc requests while driving larger projects forward. Support and assist Insights Manager in seamless transition of the KPIs and measures into dashboards when new data sources are introduced or when existing data sources are modified.
• Produce the organization’s monthly Management Report that is distributed to the senior management and key stakeholders. Automate and continually improve the report based on organizational objectives.
• Assist the Insights Manager in ongoing data quality control checks and routine data pulls for staff as needed.
• Prepare and distribute weekly and daily reports on the call and case volume for the organization’s customer service and legal hotline. Communicate and collaborate with the internal and external support team to promptly mitigate issues. Identify opportunities to improve the member experience and maintain an ongoing dialogue with staff as needed when issues arise.
• Create and maintain feedback loop to seamlessly share member issues and pain points from the Customer Contact Center to program managers. Track member responses and issues in a timely manner to identify trends that will lead to resolutions.
• Educate staff on the BI reports and dashboards available to assist in day-to-day decision making. Work with staff to improve dashboards as needed.

Minimum Qualifications:

• Bachelor's Degree (statistics or related quantitative field preferred).
• 1+ years of analytical work experience.

Preferred Qualifications:

• Ability to write efficient and well-structured SQL queries.
• Experience with BI analytics and / or data visualization tools.

Additional Skills:

• Strong analytic and quantitative reasoning and problem solving.
• Organized thinker and communicator who can approach work with a systems mindset, always creating processes and analyses that can be scaled, avoiding one-time builds.
• Intermediate to advanced level in Microsoft Office Excel.

About THE CALIFORNIA ASSOCIATION OF REALTORS®:

The CALIFORNIA ASSOCIATION OF REALTORS® offers a collaborative environment that will allow you the opportunity to work on impactful projects that make a difference. What we love the most about working here are the autonomy, collaborative team environment and commitment to a positive work/life integration. And we like so much more, but we’ll tell you about that later.

The CALIFORNIA ASSOCIATION OF REALTORS® is a statewide trade association dedicated to the advancement of professionalism in real estate. The Association develops and promotes programs and services for its 214,000 members, and keeps the public informed about real estate in California.

Leading the Way…TM isn’t just a slogan at the CALIFORNIA ASSOCIATION OF REALTORS® (C.A.R.).  As one of the largest state trade organizations in the United States, C.A.R. provides members with tools to help complete transactions, information to keep them nimble in the marketplace and a strong clear voice on the government steps in Sacramento.  How do we do it?  We start by hiring friendly, talented people committed to working toward those common goals. 

Headquartered in sunny Los Angeles, C.A.R. offers business casual wear, an on-site exercise room, a health and wellness program including lunch and learns with guest speakers, a FitBit® program, and collaborative working areas. 

What else?

Medical, dental, vision, vitamin reimbursement, 401(k) retirement plan, 11 paid holidays, and more. 

C.A.R. staff stand by a set of core values that make us the best in the business.  Take a look for yourself and see what we are all about  www.car.org. 

For consideration - qualified applicants only please - submit cover letter and resume (in .doc, .docx, or .pdf format) to: [email protected]. 

C.A.R. and/or its subsidiaries and agents will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Sorry! Due to the heavy volume of resumes we receive, only candidates being considered will be contacted directly. We appreciate your interest in employment opportunities with the CALIFORNIA ASSOCIATION OF REALTORS®.