Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
About the Role
The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Senior Manager, Data Analytics and be based in Princeton, New Jersey. We encourage anyone that wants to join us in our mission to apply.
Develop and provide reporting and relevant management information to all areas of the business. This includes static and scheduled reporting and the analysis, evaluation and documentation of business requirements for new and existing reports and processes and challenging and improving the systems/processes currently in place.
Support the Senior Manager, Data Analytics in the delivery of their key responsibilities.
Deliver Reports and Analysis within agreed Service Level Agreements.
Support stakeholders in the understanding and application of performance statistics.
Highlight trends to management.
Design and develop accurate and appropriate management information/business intelligence for distribution to internal stakeholders.
Update and maintain relevant working tools and materials.
Undertake quality control and accuracy checks/audits.
Monitor and report on performance against internal and external Service Level Agreements.
Maintain Management information systems – contribute to the design and implementation of operational management information systems.
Support Quality Management Information.
Develop Service Delivery Review packs.
Design, research and build presentations for Departmental managers to interface with the wider business.
Support projects by providing reports and analysis to measure the success of new initiatives.
1-2 years of customer service experience and/or experience with large data sets.
Advanced knowledge of MS Excel, with proficiency in PivotTables, Macros and Charts.
Proficiency with Google Collaboration tools such as Drive, Docs, Sheets, Slides and Forms.
Knowledge of Microsoft Access and Word.
Basic VBA programming skills.
Knowledge of SQL programming language and its function in data analysis.
A willingness to travel, the expectation will be that this role may require some visits to each contact center.
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
Advanced VBA programming skills.
Proficiency with creating basic SQL queries.
Intermediate knowledge of Data Visualization tools such as Google Looker Studio and Tableau.
Basic statistical analysis skills.
1 - 2 years of Contact Center operations experience.
Familiarity with digital experience trends and metrics
Intermediate statistical analysis skills.
Familiarity with usage of Python and R for data analysis.
Familiarity with AWS and BigQuery.
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Medical, Dental and Vision Insurance Plans
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Employee Referral Program
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at firstname.lastname@example.org. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Data Analytics/Warehousing & Business Intelligence
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
Req ID: 39027