Junior Analyst, Digital Channels - Vilnius, Lithuania
Are you ready to use your analytical skills, eye for detail, and business acumen? How about unleashing your skills in a hugely successful business that is committed to moving money for better? Join Western Union as a Junior Analyst, Digital Channels.

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful
We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 8,000 employees serving 200 countries and territories. We believe when money moves, better things happen.

Better requires process discipline and simplification
We´ll be looking to you to monitor the digital properties continuously to assess the health of the Western Union website and apps, including keeping track of metrics and KPIs that help detect any customer experience concerns and other issues that may impact the business and its revenues.

Your main objectives will be to:

• Interface with Customer Service Centers to handle urgent and escalated customer issues

• Log incidents in Service Now system as necessary and track incidents to closure

• Observe and uphold the SLA in terms of issue resolution time, first response time, and ticket activity management

• Assist in the root cause analysis of customer and site issues using available tools and reports

• Monitor the digital properties continuously to assess the health of the website and apps, including keeping track of metrics and KPIs that help detect any customer experience concerns and other issues that may impact the business and its revenues

• Analyze customer behavior using available data to influence changes on the website or apps

• Setup dashboards, reporting, and alerts for all business KPIs

• Take a dynamic approach to issues, work diligently to find a solution, and be ready to take initiative

Here are some skills, attributes, and qualifications you will have:

• 1+ years working in an analytical role

• Sound knowledge of technology and ability to learn and use new analytics tools

• Strong interpersonal, analytical, problem-solving, influencing, prioritization, decision-making, and conflict-resolution skills

• Research-focused mindset with strong attention to detail

• Experience with data and analysis is an advantage

• Knowledge of analytical tools (SPLUNK, Amplitude, Google Analytics, Quantum, etc.) is an advantage

• Fluency in written and spoken English

• Familiar with web and app operations

Join us, and let's connect the world

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams, while reflecting the communities we serve. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

The monthly gross base salary range is 1331 – 2095 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Salary is one component of the Western Union total compensation package, which includes short-term incentives, multiple health, accident, and life insurance options, and access to best-in-class development platforms, to name a few! The recruiter will share other benefits specific to your location and role during the interview process.
 

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