Key Responsibilities and Required Skills for E-Services Analyst

🎯 Role Definition

As an E-Services Analyst, you will be the analytical cornerstone of our digital service ecosystem. You will be responsible for meticulously examining user interaction data, system performance metrics, and business processes across all our online and mobile platforms. Your primary objective is to transform raw data into actionable insights that drive strategic decisions, enhance user satisfaction, and improve the overall efficiency and effectiveness of our e-services. This role acts as a critical liaison, bridging the gap between our technical development teams, product managers, and business stakeholders to ensure our digital offerings are not only functional but also consistently optimized for the best possible user experience.

📈 Career Progression

Typical Career Path

Entry Point From:

Junior Data Analyst / Business Analyst
Digital Marketing Coordinator
IT Support Specialist with a focus on web applications

Advancement To:

Senior E-Services Analyst / Lead Digital Analyst
Digital Product Manager
Business Intelligence (BI) Manager

Lateral Moves:

UX Researcher
Digital Project Manager
Marketing Analytics Specialist

Core Responsibilities

Primary Functions

Analyze user interaction data from our web and mobile platforms to identify trends, friction points, and opportunities for enhancing the customer journey.
Develop, maintain, and distribute comprehensive dashboards and reports using BI tools like Tableau or Power BI to track Key Performance Indicators (KPIs) for all e-services.
Collaborate with UX/UI designers and product managers to provide data-driven insights that inform the design and development of new digital features and services.
Conduct A/B testing and multivariate testing to evaluate the effectiveness of changes to our digital platforms and make recommendations for optimization.
Monitor the health, performance, and uptime of all public-facing e-services, troubleshooting issues, and coordinating with IT support and development teams to ensure timely resolution.
Translate complex business requirements from various departments into detailed functional specifications and user stories for the technical teams.
Perform deep-dive analyses into e-service adoption rates, user satisfaction scores, and transaction volumes to measure a service's success and return on investment.
Act as a subject matter expert (SME) on our suite of e-services, providing training and support to internal staff and end-users.
Manage and configure web analytics tools (e.g., Google Analytics, Adobe Analytics) to ensure accurate data capture, event tracking, and reporting.
Create and maintain detailed documentation for e-service processes, system configurations, analytical methodologies, and data dictionaries.
Identify opportunities for process automation and improvement within the e-services ecosystem to increase efficiency and reduce manual effort.
Partner with marketing teams to analyze the effectiveness of digital campaigns and their impact on e-service usage, traffic, and conversion rates.
Conduct competitive analysis to benchmark our digital offerings against industry leaders and identify emerging trends in e-services and customer expectations.
Liaise between non-technical business stakeholders and the IT development team, ensuring clear communication and mutual understanding of project goals and constraints.
Develop user acceptance testing (UAT) plans and scripts, and coordinate testing activities to ensure new features and fixes meet business requirements before deployment.
Investigate and respond to escalated customer inquiries and issues related to our digital platforms, identifying root causes and recommending systemic solutions.
Gather and synthesize customer feedback from multiple channels (surveys, support tickets, social media) to inform a prioritized roadmap for e-service enhancements.
Ensure all e-services and associated data handling practices comply with relevant data privacy regulations (e.g., GDPR, CCPA).
Present analytical findings, business cases, and strategic recommendations to senior leadership and key stakeholders in a clear, concise, and compelling manner.
Support the digital product lifecycle from conception through launch and post-launch analysis, providing continuous analytical support at every stage.
Mine and analyze large, complex datasets using SQL and other data querying languages to uncover actionable patterns and insights.
Develop and monitor data quality metrics to ensure the integrity, accuracy, and reliability of the data used for all e-service analysis.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis from various business units.
Contribute to the organization's broader data strategy and roadmap.
Collaborate with data engineering teams to translate data needs into engineering requirements.
Participate in sprint planning, retrospectives, and other agile ceremonies within the digital team.

Required Skills & Competencies

Hard Skills (Technical)

Data Querying: Strong proficiency in SQL for extracting and manipulating data from relational databases (e.g., SQL Server, PostgreSQL).
Business Intelligence & Visualization: Expertise in creating dashboards and reports using tools like Tableau, Power BI, or Looker.
Web Analytics: In-depth, hands-on experience with Google Analytics (GA4) and Google Tag Manager (GTM); Adobe Analytics is a plus.
A/B Testing: Familiarity with A/B and multivariate testing methodologies and platforms (e.g., Optimizely, Google Optimize, VWO).
Advanced Excel: Mastery of Microsoft Excel, including pivot tables, advanced formulas, Power Query, and data modeling.
Requirements Documentation: Proven ability to create clear and concise business requirements documents, functional specifications, and user stories.
Data Modeling: Basic understanding of data warehousing concepts and data modeling.

Soft Skills

Analytical & Critical Thinking: Exceptional ability to deconstruct complex problems, analyze data from multiple angles, and deliver clear, actionable insights.
Communication & Storytelling: Excellent verbal and written communication skills, with a talent for translating complex data into a compelling narrative for non-technical stakeholders.
Stakeholder Management: Adept at building relationships and collaborating effectively with cross-functional teams, including IT, marketing, product, and leadership.
Problem-Solving: A proactive and resourceful approach to identifying issues, diagnosing root causes, and developing innovative solutions.
Attention to Detail: Meticulous and thorough, with a strong commitment to data accuracy, quality, and integrity in all outputs.
Project Management: Strong organizational skills with the ability to manage multiple priorities and projects in a fast-paced, agile environment.

Education & Experience

Educational Background

Minimum Education:

Bachelor’s Degree.

Preferred Education:

Master’s Degree in a quantitative or business-related field.

Relevant Fields of Study:

Computer Science, Information Systems, Business Administration
Statistics, Economics, Mathematics, Marketing Analytics

Experience Requirements

Typical Experience Range: 3-5 years in a data-centric analytical role.

Preferred: Direct experience as a Digital Analyst, Business Systems Analyst, or E-Services Analyst, ideally within a SaaS, e-commerce, financial services, or public sector environment. A proven track record of using data to drive improvements in digital products or services is highly desirable.