Position Summary:
Delivers advanced analytics and actionable insights that support key initiatives in marketing, sales operations, and customer service. Drives the establishment of measurement standards and best practices for analytics processes within the CX organization. Partners with process owners to identify opportunities, set priorities, and foster a network of analytics expertise. Ensures consistent and timely delivery of critical reports.
Reports To: Director – Commercial Analytics
Key Accountabilities & Responsibilities: As the Commercial Analytics Manager you are a critical contributor to delivering cutting-edge analytics services to stakeholders, enabling them to make fact-based decisions. You generate insights that help USG to better understand the customer, expand reach, increase opportunities and advocacy, and ultimately drive sales and service strategies. You are part of the Customer Experience team which manages the USG sales and customer support operations including the digital platforms. You will understand the needs of USG across the US, Canada, and LATAM, and develop standardized measurements and KPIs at the enterprise level. You are a subject matter expert in data management, accuracy and standardization. You will develop advanced KPIs and establish standard procedures for KPI work across a shared service. The manager must be able to communicate effectively at all levels of the organization and utilize best practice project management skills to lead improvements and manage change. The ideal candidate will have experience in customer experience analytics, is exceptionally curious but focused, and seeks a meaningful role that supports growth and career advancement.
General Responsibilities:
Design and ensure consistency in standardized metrics, KPIs, and reporting frameworks for the entire organization, including the US, Canada and LATAM.Ensure the integrity, accuracy, and stewardship of analytics deliverables and data, with a focus on critical business information.
Serve as subject matter expert, collaborating cross-functionally and cross-geography with stakeholders to drive best practices and translate business needs into actionable analytics solutions.
Develop, refine, and maintain advanced dashboards, reports, and analytical tools to support digital, CRM, pricing, and customer service operations. Partner with colleagues to understand user requirements and prioritize analytics initiatives accordingly.
Drive improvements in analytics workflows and identify opportunities for automation and process optimization.
Maintain and update analytics deliverables in accordance with schedules and user needs.
Mentor and support junior analysts in technical skills and best practices.
Maintain documentation for analytics tools, processes, and data sources.
Evaluate and recommend analytics tools, techniques, and industry best practices.
Transformation Program Responsibilities:
Contribute to the development and implementation of analytics strategies that align to organizational goals, enabling "One Source of Truth."Design and develop scalable data models to enhance the integration, availability, and accuracy of enterprise information. Partner in gap analysis between current-state and future-state analytics capabilities, proposing solutions to advance those capabilities. Support the organization's self-service analytics culture through developing easy-to-use, accessible insights and training resources. Drive continuous improvement in analytics, embracing emerging technologies and methodologies. Ensure high standards for data integrity, especially regarding Salesforce and other core business systems. Lead by example in adopting state-of-the-art analytics tools and approaches.
Requirements:
Education & Professional Experience: Bachelor's or advanced degree in Analytics, Data Science, Computer Science, Engineering, Math, Economics, or related field. Demonstrated experience in advanced analytics, data visualization, and dashboard development (e.g., Power BI, Tableau, advanced Excel).Strong technical skills with data management platforms and CRM systems (Salesforce preferred).Prior work experience in customer insight or market research position. Relevant experience in project management in a leadership role. Hard-Skills: Advanced knowledge of customer-related data analytics, data modelling, state-of-the-art statistics, and front-end reporting tools/dashboards. Strategic business problem solving and documented ability to translate into meaningful KPIsExperience with customer-related data sources (external and internal) and disciplines (ORACLE, Salesforce.com, Tableau, etc.).Skilled in designing, implementing, and maintaining scalable data models and reporting solutions. Project and program management skills, including the ability to lead projects High attention to detail ensuring data accuracy and integrity. Soft-Skills: Excellent communication and collaboration skills for cross-functional work with business partners and stakeholders. Ability to translate complex data and insights into actionable recommendations for non-technical audiences. Strong analytical thinking and business acumen. Proven problem-solving skills and initiative to drive process improvements. Ability to manage multiple projects and priorities in a fast-paced environment. Commitment to continuous learning and staying up to date with analytics trends and best practices. Willingness to mentor junior staff and foster teamwork. Rate of pay may be adjusted based on the qualifications and experience of the candidate. USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period. Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity. USG also provides employees with paid time off and paid holidays. Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today. EOE including disability/veteran
