(Senior) Data Analyst, CX & Services

Company DescriptionRecognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.This role is onsite in our Charlotte office at least 3 days per week.Summary Of RoleAs a Data Analyst, you’ll be the owner Services & CX data space, understanding and improving Palmetto customers’ experience through strong data modeling and actionable insights. You will work closely with Product, Services, and Customer Experience teams, building data products that will give the business insight into how well assets are being serviced and how this contributes to the overall customer experience.You’ll cultivate an understanding of Palmetto’s data platform to ensure that you can answer high-impact data-driven questions, and you’ll disseminate these answers via clear visualizations and organized communication. The ideal team member is comfortable speaking the languages of the Data team, the Customer Experience team, Operations, and business leadership. They are able to own, maintain and scale reliable data products that serve internal and external customers. This individual should be comfortable diving into an ever-evolving cloud data warehouse, writing SQL queries that answer stakeholder (and your own) questions, and transforming operational data into actionable insights.A successful analyst will possess expertise in building processes that scale, a knack for finding improvements, and the communication skills necessary to distribute key analytical findings across the business. This individual will be comfortable juggling multiple priorities without losing sight of key deliverables.Strategic & Tactical• Stitch together data from multiple source systems to better understand the customer journey and identify pain points.• Develop, maintain, and scale understanding of associate performance and how it impacts Department/Company-level KPIs.• Lead the establishment of team-level KPI’s and data insights across digital assets that enable and track the move from human first customer support to digital first customer support.• Work with CX and Services teams to contextualize data trends and prioritize data points that need to be made observable.• Collaborate closely with Palmetto’s data community in order to better understand upstream data processes.• Write clean code, investigate and correct errors, identify, and contribute to the data infrastructure (e.g., Snowflake, dbt, Python).Qualifications• 2+ years of experience in data analysis, data science, or software development with proven operations analytics experience: you thrive on combining rigorous data-driven analysis, strong business intuition, and an ability to work well across a variety of teams to solve complex problems.• 2+ years of experience working with Operations and/or Customer Experience teams, identifying pain points and leveraging data to diagnose issues and measure success• Proactiveness: You do not wait for direction – you are engaged in pushing projects forward, working cross-functionally, and finding / addressing gaps.• Automation: You have the ability to transform complex manual tasks into automated processes that are maintainable, flexible, understandable, and reliable. You are comfortable using version control for maintenance and incremental development.• Reliability: You have experience developing unit tests to ensure conformity to expected behavior and flag issues to upstream Engineers.• Impact Orientation: You have the ability to translate quantitative data into actionable business insights and recommendations. You have the ability to communicate complex data concepts and reasoning in ways that product teams, senior management, and the wider organization will understand.• Data Fluency: Quantitative analysis and logical reasoning; 2+ years of experience using SQL and visualization tools on large data sets to extract trends and insights.• Attention to Detail: Constantly thinking through edge cases, sense checking numbers, QCing queries, etc. to ensure accurate and reliable insights.• Enthusiasm: You’re passionate about Palmetto’s mission and excited to bring clean, renewable energy to more people.Even Better• Familiarity with Palmetto’s data stack and other core tools: SQL, Looker, dbt, Snowflake, Python, Excel.• Experience with data modeling and schema design.• Familiarity with CRMs and modeling CRM data.Equal Employment OpportunityPalmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy