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Digital Help Web Analyst
Autodesk
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
Position Overview
We are looking for an experienced Digital Help Web Analyst who has a passion for improving the customer experience through rigorous data analysis. This role will deliver unbiased and actionable insights by analyzing self-service content and digital help experiences to identify key business opportunities across channels and throughout the customer lifecycle. They will drive meaningful change through deep data mining and statistical analysis and play a significant role in shaping a customer-focused and data-driven culture.
Responsibilities
• Develop measurement approaches for evaluating the success of help and learning content published to the Autodesk Knowledge Network and consumed by customers around the world
• Perform deep dive analyses into self-service content, site analytics, customer feedback, support inquiries and other Autodesk data to understand trends, anomalies and insights that will drive content, support, and operational improvements
• Track content and digital help performance by building dashboards and writing reports for the Digital Help & Experience team and other teams across the company
• Develop expertise in knowledge management and Knowledge Centered Support practices
• Craft data stories through presentations, written summaries, and data visualizations and effectively communicate them to business stakeholders and senior leadership
Minimum Qualifications
• Bachelor’s degree in economics, statistics, mathematics, business, or other quantitative field
• 5+ years’ experience in web/content data analysis, preferably for an internet or technology company
• Proficiency using SQL to query large data sets
• Proficiency with Google Analytics and/or Adobe Analytics
• Experience in a scripting language such as R, Python or equivalent
• Experience with BI development and database systems preferred (PowerBI, Looker, Tableau)
• Strong problem-solving skills, sharp business judgment, and ability to see past the noise
• Strong communicator, attentive listener, compelling explainer
• Self-motivated and ability to work independently in a fast-paced environment
• Possess an intense curiosity – explores problems and challenges assumptions
About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity.
Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.