Data Analyst II (Analytics Focus)

Upgrade’s Operations Analytics team is hiring a Data Analyst II (Analytics Focus) in Phoenix, AZ (hybrid) to help improve operational performance measurement and planning with data-driven analysis.

Responsibilities

• Partner with internal operations leaders to surface problems and opportunities that can be addressed through data and analytics
• Build trusted stakeholder relationships while identifying the real business problem worth solving
• Collect, analyze, and interpret large datasets from multiple sources to answer high-impact business questions
• Perform in-depth analysis and develop data models to uncover trends and key drivers
• Apply statistical and forecasting methods, including hypothesis testing, regression, A/B testing, Monte Carlo simulation, and time series forecasting
• Quantify the impact of operational and business decisions and help anticipate future outcomes
• Translate findings into recommendations using visualizations and presentations
• Use data storytelling techniques to turn complex results into narratives for non-technical audiences
• Manage multiple analytics projects with accuracy, attention to detail, and deadline-focused prioritization
• Convert ambiguous business questions into structured, testable analytical approaches that meet stakeholder requirements
• Support broader use-case goals through repeatable analytical frameworks
• Drive best practices across capacity planning, workforce analytics, and customer/call center analytics
• Work with operations leaders to define business KPIs and analytical frameworks for dashboards and simplified decision-making
• Stay current on industry trends and emerging technologies, and identify opportunities to build new skills

Requirements

• Bachelor’s degree in a quantitative field (data analytics, mathematics, statistics, computer science, economics) or a related field, or equivalent experience
• Minimum 3+ years proven experience in data analysis and visualization, including business requirements gathering
• Advanced SQL knowledge and data query/mining techniques
• Working knowledge of data modeling and database concepts, with ability to structure and query data for analysis
• Experience applying statistical techniques and simulations to business problems, including regression, hypothesis testing, A/B testing, Monte Carlo simulation, or time series forecasting
• Strong storytelling and data communication skills for non-technical stakeholders
• Strong proficiency with Tableau or related visualization tools (PowerBI, Superset)
• Strong problem-solving, analytical, and communication skills, including active listening and presentation
• Proficiency in Excel or Google Sheets for ad hoc analysis

Technologies

• SQL
• Tableau
• PowerBI
• Superset
• Excel
• Google Sheets
• Python
• pandas
• statsmodels
• scikit-learn

Preferred / Plus

• Experience in financial services
• Proficiency in Python (pandas, statsmodels, or scikit-learn)
• Experience with Contact Center Analytics and A/B testing/experimentation frameworks

Compensation & Benefits

• Salary: $85,000 - $115,000 USD per year
• Stock options: stock option plan included
• Paid coverage of medical, dental, and vision insurance
• Flexible PTO
• Paid parental leave
• Health and wellness initiatives
• Opportunities for professional growth and development