Job Location: Boca Raton, FL
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
Position Summary:
Conduct analytics as directed by the senior manager and technical program manager to drive Performance for Existing Customer business (SAC reduction, Revenue expansion, RMR increments, Existing Customer segmentation and market opportunities, Lifetime Value, Discounts, Truck rolls). Using the data, we will help identify trends in business performance to provide feedback to the business.
Position Responsibilities:
- Develop deep functional understanding of all aspects of ADT business – Customer Care, Marketing, Direct Sales, Dealer Channel, Digital channels, Tele sales & Retention, Field Installation and Products – both through listening to customer interactions and interaction with the functional groups.
- Develop and maintain Analytics queries in BQ to support the business and improve KPIs (conversion rates, attrition rates, SAC, IRPU, RMR, Discount %, etc.)
- Diligently identify relevant trends to improve overall analysis efforts.
- Leverage existing and new queries through deep understanding of ADT sales and install processes pre- and post-implementation changes
- Conduct sentiment analysis on common call drivers by leveraging multiple sources (Systems, Calls, Reports, etc.) to understand how our customers interact with our core services and products
- Translate information into actionable insight through analytics (call listening, data mining) to understand cause-effect relationships between existing processes (Troubleshooting, Billing, Collections, Marketing, etc.) that drive call volume, unnecessary truck rolls and transfers Data and Outputs
- Aptitude to convert and blend raw data sets into clean, validated sources of data for visualization (i.e., graphs, statistics, images and lists) Play a role in delivering consistent, clear and engaging content to key partners by sharing findings through creative storytelling
Qualifications:
- 3-5 years of data analytics experience with one or more of the following:
- SQL, Python, Tableau and other data analytics tools
- Operations esp. customer care/billing systems experience
- Structured top down thinking and crisp written and oral communication.
- Security/monitoring industry experience is good. Curiosity to learn is even better.
What this role will offer:
- Autonomy: We will give you tools and resources; we will expect results
- Purpose: Help us design a world class customer experience
- Mastery: Become hands on expert in Customer Care call analytics
ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.
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