Web Analyst

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

• →Partner with business owners to define KPIs and success metrics for digital features, pages and campaigns

• →Build and maintain recurring reports and dashboards, and answer ad hoc questions with data

• →Monitor the health of digital channels and flag unusual changes in traffic, usage or conversion

• →Analyze customer journeys, funnels and feature adoption across web and mobile

• →Measure whether customers complete tasks online, and find where they struggle, drop off or call for help instead

• →Segment customers to find differences in behavior and opportunities to personalize

• →Provide top-level support for issues with business logic within the customer portal

• →Support customer-facing portal support groups at a technical level and interact directly with customers in extenuating circumstances

• →Plan, run and analyze A/B and multivariate tests

• →Turn test results into specific recommendations and track whether changes deliver the expected impact

• →Measure performance of email, paid search and other campaigns that drive traffic to our digital channels

• →Support attribution and campaign tracking so marketing spend and outreach can be evaluated

• →Write tracking requirements for new features and releases, and validate that data is captured correctly before and after launch

• →Diagnose data discrepancies between tools and reports, and work with developers to fix tracking issues

• →Partner with development teams on tag management and data layer setup

• →Maintain measurement documentation, naming conventions and report definitions

• →Help ensure tracking and reporting meet privacy, consent, accessibility and regulatory requirements

• →Present findings in plain language to technical and non-technical audiences, including leadership

• →Stay current on digital analytics tools, methods and industry practices

• Bachelor's degree in a quantitative, business, marketing or technology field, or equivalent experience

• Experience in digital or customer experience analytics

• Hands on experience with an enterprise web analytics platform

• Experience building reports and dashboards in a business intelligence tool

• Working knowledge of funnel analysis, segmentation, attribution and A/B testing

• Excellent written, presentation and oral communication skills

• Experience working with agile delivery teams and ticketing tools such as Jira

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position