CUSTOMER INSIGHTS ANALYST I

BASIC FUNCTION:

The Customer Insights Analyst I will help the business understand the Gerdau’s customers. The responsibility of this position is to support the organization by collecting and analyzing customer-centric data and trends. The candidate will support digital analytics programs by tracking, measuring, analyzing, and reporting the performance of Gerdau’s tools and initiatives. This includes but is not limited to creating meaningful reports and dashboards containing actionable insights on user’s digital behavior validating company assumptions with customer data, collaborating with other specialist teams (Data Scientists, Data Engineers, Architects) in order to deliver required insights and maximize business results.

Additionally, the analyst will help Sales and Digital Teams support the efforts of evolving the customer experience through product development as well as testing and validating new features/enhancements to Gerdau’s tool.  The analyst will assist with change management when introducing new features to the internal and external customer base and proactively work to grow the use of the eCommerce platform in the market.

DIMENSIONS:

Supervisory:    Reports directly to the Customer Insight Manager

NATURE AND SCOPE:

The Customer Insights Analyst I will support the digital analytics program through tracking, measuring, analyzing, and reporting insights of the customer behaviors and trends. Work with web analytics, planning software or data visualization platforms (SAP, Google Analytics, Google Tag Manager, Big Query, SQL, Power BI, Datadog etc.) to build custom dashboards, explore data sets and proactively surface and deliver actionable insights based on learnings.  Work with developers to ensure the web analytics data mapping, tagging and testing process properly captures the right data throughout the online sessions.

The Customer Insights Analyst I will support and drive the change management strategy when new features/changes occur within the eCommerce platform.  This can range in communicating directly with customers and educating the inside team on recent changes. A proven ability to establish and maintain strong, positive relationships with commercial and IT teams is a must.

The Customer Insights Analyst I will work closely with the User Experience role, to continue to evolve the customer experience and leverage data and customer feedback to provide insights on how the experience can be improved.  All efforts will work to evolve the platform and align to the Business Digital Strategy.

PRINCIPAL ACCOUNTABILITIES:

The Customer Insight Analyst I will perform these duties with minimal management validation:

Data/Reporting Analysis:

1. Capture and interpret customer data from a range of sources and communicate these findings across departments.  
2. Generate reports around key metrics, customer trends and online performance.
3. Provide insights, analyze trends and correlations from the data to support the business strategy. Make recommendations based on business objectives.
4. Validate integrity, accuracy and structure of the data before it is used for analytics.
5. Proficient with tools and solutions such as Google Analytics, Google Tag Manager, Big Query, Datalake, SQL, Power BI, Excel ideally combined with knowledge of planning software like SAP or tools like Datadog, DataBricks, Qualtrics.
6. Leverage Google Tag Manager to implement analytics, events and custom dimensions to measure success.
7. Support ad hoc data request and analysis.

Product Support:

1. Serve as a team subject matter expert in digital analytics and tag management solutions.
2. Support development teams with clear data requirements.
3. Provide relevant teams with the Business Unit Acceptance Testing for the data collection of any new features/enhancements to the eCommerce platform or solution.
4. Working knowledge of Scrum, Kanban, and tools like Jira.

Product Evolution:

1. Work with the User Experience role to identify/validate improvements.

Change Management/Promotions:

2. Responsible for feature set roll out internal/external.
3. Create and execute Promotions for the Gerdau Brand. 
4. Main focus related to new products/services. Leverage email blasts to market new features/services within our digital capabilities. Graphic design skills desired but not necessary.
5. Proactively identify customers to target use of eGerdau’s full suite of features in alignment with our business strategy.

Additional customer insights related duties as requested:

1. Ideally proficiency with survey platforms (Qualtrics preferred).

1. Requires a Bachelor's degree in marketing, business, or related area.
2. Minimum 2-4 years experience in the similar role.