Analyst - Customer Care Reporting at Aerie by AEO,… · Pittsburgh

Summary: Aerie by AEO, Inc. is a leading global specialty retailer, and they are seeking an Analyst for Customer Care Reporting. The Analyst will drive operational excellence by delivering accurate data and monitoring performance to support departmental goals, while also maintaining forecasting tools and analyzing performance trends to enhance the customer experience. Responsibilities: - Maintain and refine AEO and Premium contact volume forecasts to support internal and third-party staffing plans, hiring strategies, and seasonal workforce needs - Develop and distribute customer-focused reporting for Customer Care Experience, Strategy, and Technology teams to support continuous improvement initiatives - Design, enhance, and maintain performance dashboards to ensure visibility into team metrics and goals - Monitor daily service levels and key performance indicators (KPIs) across third-party contact centers and internal care teams to ensure alignment with service standards - Analyze customer data to identify trends, provide actionable insights, and conduct root cause analysis to improve performance - Validate data accuracy across reporting tools and resolve discrepancies to maintain a consistent, reliable source of truth - Additional duties as assigned Required Qualifications: - Bachelor's degree in Business, Data Analytics, Statistics, Economics, or related field - 1-3 years of experience in business analysis, reporting, workforce management, or a similar operational role (retail or customer care preferred) - Advanced proficiency in Excel based applications (complex formulas, pivot tables, macros, data visualization) - Proficiency with BI tools (Tableau preferred) for dashboard and report creation - Working knowledge of databases and SQL for data extraction and querying - Experience with forecasting and capacity planning models - Strong communication skills with the ability to translate data into clear insights - Collaborative team player with strong organizational skills - Self-motivated and detail-oriented; thrives in fast-paced, deadline-driven environments - Occasional Travel required Required Skills: Data Analytics, Excel Proficiency, BI Tools (Tableau) Important Skills: SQL Knowledge, Forecasting Experience Benefits: Health care benefits (including medical, vision, and dental), Wellness benefits, 401(k) retirement benefits, Life and disability insurance, Employee stock purchase program, Paid time off, Paid sick leave, Parental leave and benefits, Discretionary bonuses and other incentives