We are building a Customer Experience program to better understand our residents and implement solutions that will measurably impact the Customer Experience and Property Economics. Teams in this program will look for opportunities across on-site team member training, technology , and process optimization to improve the experience of our prospects and residents. These teams will launch and manage pilots to test, learn, and iterate on our customer experience.

JOB DESCRIPTION

The Data Analytics Manager will work with their team to establish success metrics, determine the current baseline, and track metrics during pilot and scaling. They are able to support the team with ad-hoc analyses of research data to support decision making within the team. This team member will also oversee and coach Data Analysts within the program. The Data Analytics Manager has four major focus areas on their team:* Analytical Problem Solver: Analyze data to track baseline and pilot impact along with ad-hoc analyses as needed* Stakeholder Coordinator: Coordinates with data stakeholders to gather the data required for analysis* Engaged Communicator: Communicates analysis results in terms of business insights and leverages them for team decisions* People Leader: Provides structure, coaching, and professional development to junior team membersIdeal candidates will be excited to learn new techniques for understanding and improving the resident experience while leveraging their experience to measure and track the impact of the team.

Essential Responsibilities:

1. Determine team data needs and works with technology / data stakeholders to gather required data2. Design pilot measurement plans and works with technology teams to ensure data flows are established3. Analyze operational and survey data to determine journey metric baselines and impact4. Present synthesized insights and impact analysis to the journey team and relevant leaders within the business5. Synthesize existing data for team ideation and prioritization sessions and leverage with team in solution design6. Partners with operations leaders to communicate the insights and recommendations based on data7. Contribute to building measurement and analytics expertise, tools, and processes in-house to enable high-quality analytics across the data team members8. Supervises and manages data analysts on other customer experience teams including interviewing, hiring, training, developing and managing their performance

Organizational Responsibilities:

* Understands the needs and frustrations of prospects, residents, and on-site team members to improve the customer experience by following a human-centered design approach* Engages with teams across the organization to implement new solutions and share the progress and learnings from the journey team* Participates in team trainings to learn human-centered design approaches and leads workshops with team members from across the organization* Identifies improvements to the resident experience across team member training and enablement, technology and process improvement * Works with cross-functional partners to implement the changes and test at pilot sites* Measures the impact changes have at pilot sites and identifies additional improvements