Principal Analyst – Customer Journey Analytics

| Chicago
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Principal Analyst – Customer Journey Analytics
Customer Success | Chicago, Illinois

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position 
Principal Analyst- Customer Journey is responsible for designing and maturing analytics required across Customer Success Lifecycle including Digital Customer Success, Adoption Enablement and Success Marketing that power the next generation of actionable insights for the Customer Success organization at DocuSign. The ideal candidate has a rich experience across one or more domains of Customer Success, Adoption Marketing, Digital Analytics, Professional Services, Consumer behavior, Customer Journeys and Sales Lifecycle.  The candidate is analytics lead with proven track record of driving strategic, operational, and customer analysis to frame and drive decisions and develop KPIs and scorecards to track initiative progress/performance to drive a focus on results and execution. This role requires the ability to deliver in matrixed organization at global scale. This candidate will partner closely with analysts in Customer Success, and data engineers in Product engineering and Data engineering teams. Candidate should have experience in designing complex data models, and conversant with strategies for effective ELT / ETL design to partner with data engineering teams  In this role, candidate will influence and shape the design and roadmap for advanced predictive and prescriptive analytics while collaborating with customer success business teams on requirements. Leveraging data, statistical analysis and advanced techniques this role will help DocuSign drive consumption and adoption with a goal of driving targeted customer outcomes with tangible ROI. The candidate is required to have deeply analytical with keen understanding of business process and programs and the ability to translate data and insights into executive readouts.

This position is an individual contributor position and reports to the Director Customer Success Analytics.

Responsibilities

  • Drive descriptive and predictive analytics for the customer success offerings portfolio – understand, track and predict where the investments will have the greatest return – deliver insights into the effectiveness of Customer Success offerings portfolio
  • Drive analytic models for targeted service offers to improve the customer journey and positively impacting MRR/ARR outcomes
  • Create requirements for dimensional models to support the required analysis in a more automated fashion
  • Partner with cross-department to report accurately on data sourced from many different data sources including Support, Product, DocuSign University, and Professional Services
  • Deliver on insights and analytics to help business leaders answer critical questions related to customer success offerings portfolio effectiveness and investment choices for go-to-market programs – help shape decisions on new program/offer introduction
  • Combine analytics, exploratory skills and data intuition to deliver insights on Customer Adoption Index, Customer Health Index, churn causalities and upsell opportunities
  • Report on key metrics and KPIs to all key business partners, including senior leadership, across Customer Success Enablement, Professional Services, field CSM roles, and regional CSM organizations in EMEA and APAC
  • Determine opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers
  • Developing and communicating business requirements to data management team in order to operationalize reporting and automate recurring analyses

Basic Qualifications

  • 12+ years of experience in solving complex business problems using advanced analytics, statistical techniques (preferred exposure to machine learning) to drive customer analytics, product analytics, event analytics, customer journey analysis, lifetime value analysis.
  • 8+ years of experience in executing on complex projects analyzing, extracting, cleansing, and manipulating diverse structured and unstructured data sets on relational – SQL, NOSQL databases for self-service data solutions across multiple database schemas
  • 4+ years of experience working in an agile environment with iterative development & business feedback
  • 4+ years of provide insights to support strategic decisions, including preparing and delivering insights and recommendations
  • 5+ years of experience of leading analytics solutions coordinating teams across data engineering, product engineering teams.
  • 4+ years of experience in Enterprise Visualization Tools: Tableau / QlikView /PowerBI and proficient in MS Office Suite with advanced Excel skills - pivot tables, macros, PowerPivots, advanced functions
  • A Bachelor’s or Master’s degree in Computer Science, Analytics, Applied Mathematics or Statistics, Econometrics, or closely related field

Preferred Qualifications

  • Advanced data analysis skills – e.g. database query construction, data warehousing, forecasting, data mining and experience in business analysis
  • Python/R, knowledge and hand-on experience in statistical programming and data science toolkits – one or more of Pandas/Jupyter/SCIKIT/Tensorflow
  • Experience applying machine learning solving real business and customer problems
  • Comfortable with loosely defined requirements where you exercise your analytical skills to collaborate with the rest of the team to build solutions
  • Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leaders
  • Attention to detail with focus on data quality, data consistency and criticality
  • Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries
  • Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning
  • Exposure to big data platforms – Snowflake, Redshift, Azure, Matillion, Hadoop

About us

DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
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    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • HTMLLanguages
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    • AngularJSFrameworks
    • ASP.NETFrameworks
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    • AxureDesign
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    • SketchDesign
    • Adobe Creative CloudDesign
    • PrincipleDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • SaleshoodCRM
    • Oracle EloquaLead Gen

Location

The Loop has theater, arts, architecture, parks and riverwalks and great restaurants. All a stone's throwaway from the DocuSign offices.

An Insider's view of DocuSign

What’s the vibe like in the office?

There is always something new to learn and the opportunities to grow are endless. Chicago has a growing tech community, so it’s great to help contribute to that growth. Our Chicago office has a very collaborative group of people and is an exciting place to work as we expand. The happy hours and informal guitar jam sessions aren’t bad either.

Keith

Senior Director of Engineering

How do you collaborate with other teams in the company?

Everyone has tremendous amounts of knowledge in different fields, you can go to anyone and just pick their brains. I feel like I’ve learned more here than anywhere else I’ve ever worked. My coworkers are great. Not only do we have similar interests, sports, games, and shows. We all have the drive to do our craft better.

Kevin

Software Engineer

How does the company support your career growth?

DocuSign encourages anyone’s desire to learn more and provide you with multiple opportunities to expand your knowledge. For example, we have an Educational Assistance Program that gives employees a chance to pursue continued education and get reimbursed! I’ve grown a lot since I’ve started working here and am now where near plateauing.

Rachel

SQL Database Administrator

How do you make yourself accessible to the rest of the team?

We strive for a flat organization—so, our executives are involved in guiding, reviewing and mentoring teams. And because we are growing fast, you can get involved in different aspects of our product and this learning will help propel your career forward.

Ron

Chief Product Officer

What is your vision for the company?

One of my goals is that everybody who works at DocuSign can look back at their time here and say they did or are doing the work of their lives at DocuSign.

Dan

CEO

What are DocuSign Perks + Benefits

DocuSign Benefits Overview

Need time off? We offer generous Paid Time Off, Paid Volunteer Time Off, 6 Months Paid Parental Leave, Paid Bereavement Leave and Military Leave.

Interested in comp? We offer complete Total Rewards Compensation which includes equity grants, ESPP, Pre-tax and Post-Tax Retirement Benefits/Pension and Employee Referral Bonus Program ($2K!)

Want to thrive? We offer comprehensive Health Benefits (Free for employees; 50% paid coverage for dependents) and a Wellness Benefit

What to expand your mind? Take advantage of our extensive Learning & Development training (in person and online), Education Assistance ($5K/year) and DocuSign University certification

Have a little fun! Enjoy happy hours, plentiful snacks and refreshments and fun team offsites

Interested in giving back? Volunteer 3 days a year and donate to charity and DocuSign IMPACT will match your gift.

Culture
Volunteer in local community
DocuSign pledges 1% of our time by granting employees 3 VTO (Volunteer Time Off) days as part of our DocuSign IMPACT initiative.
Partners with Nonprofits
Through DocuSign for Forests™ initiative, we will donate $1.5 million to organizations that preserve the world’s forests. The first $1 million will go to the Jane Goodall Legacy Foundation.
Friends outside of work
Eat lunch together
Intracompany committees
There are many ways to contribute to our culture including but not limited to engaging with our Employee Resource Groups (ERGs): Women, Pride, BOLD, Honor, Parents, LatinX.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Board of Directors: Chairwoman, 4 women (36%), 3 non-Caucasians CEO Direct reports: 4 women (30%), 1 non-Caucasians, 1 LGBTQ
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DocuSign employees can contribute up to $2,700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
DocuSign employees receive a minimum of 20 days per year of paid time off.
Paid Volunteer Time
Our employees receive 24 hours ( 3 days) per year of paid volunteer time as part of our DocuSign IMPACT program
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer $5,000 annually for continuing education.
Online course subscriptions available
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