Zillow•2h ago
Career Pages
Data Analyst
United States
Full Time,remote
Mid Level
83000-133000
N/A
N/A
N/A
Responsibilities
Qualifications & Requirements
Experience Level: Mid Level
Full Job Description
Zillow, a premier U.S. real estate platform committed to revolutionizing the real estate experience, seeks a talented Employee Service Center (ESC) Data Analyst. This role is pivotal in analyzing performance and operational data to elevate employee support outcomes and enhance strategic decision-making processes across the organization. The ideal candidate will be instrumental in driving continuous improvement within the Employee Service Center.
Responsibilities
- Take ownership of the ESC reporting cadence, designing, building, and maintaining comprehensive dashboards and recurring reports (e.g., monthly reviews, QBRs) that translate raw data into actionable narratives. These reports will highlight Service Level Agreement (SLA) performance, identify risks and opportunities, and effectively showcase team impact to leadership.
- Monitor and interpret core ESC performance metrics, including resolution time, Customer Satisfaction (CSAT), Average Resolution Time (ART), volume, backlog, and SLA adherence. Identify trends, risks, and opportunities for improvement, providing clear, data-backed recommendations.
- Support capacity and workload data analysis by monitoring project and centralization impacts on team capacity. Develop reporting models and dashboards to inform staffing needs and facilitate proactive resourcing decisions.
- Analyze Workday transactions and HR Service Delivery (HRSD) workflows end-to-end. Utilize data to pinpoint bottlenecks within key business processes, such as approval delays, late-effective transactions, or completion discrepancies relative to effective dates. Quantify their impact and partner with Centers of Excellence (COEs) to address root causes.
- Conduct in-depth investigations into recurring issues and bottlenecks. Perform targeted analyses on data patterns (e.g., repeated escalations, process gaps, quality concerns), assess their impact, and propose pragmatic, quick-win workflow enhancements. Define success metrics and track before-and-after impacts, partnering with HR Operations (P&O) for long-term workflow needs.
- Drive data-informed continuous improvement by identifying automation and self-service opportunities to enhance agent efficiency and employee experience. Collaborate with stakeholders, other teams within Employee Service & Operations, and product/process owners to prioritize, size, and scope improvements using robust data analysis.
- Support ESC and enterprise backlogs through strong analytics. Submit operational pain points and proposals into the ES&O backlog via established intake processes, providing the necessary data, trends, and impact analysis to inform prioritization and solution design.
- Partner on cross-functional programs and cyclical events. Collaborate with HR Business Partners (HRBPs), Talent Acquisition (TA), Compensation, Payroll, IT, and other partners to provide essential reporting, insights, and data quality checks to support cyclical HR programs, organizational changes, and onboarding initiatives.
- Protect and improve data quality by proactively identifying, analyzing, and resolving bottlenecks in Workday business processes and transactions, ensuring root causes are addressed rather than focusing solely on downstream ticket or service request closure metrics.
- Audit HR transactions and data across Workday and ServiceNow, identifying discrepancies and root causes. Recommend process or configuration changes to mitigate data risks and enhance accuracy and timeliness.
- Analyze Workday transaction and approval flow performance to uncover and resolve underlying process inefficiencies, preventing recurring issues that might be obscured by service request closure timelines.
- Communicate insights clearly and accessibly by building visuals and summaries that simplify complex data for both technical and non-technical audiences. Tailor recommendations to specific audiences, from frontline leaders to senior stakeholders.
- Maintain the highest level of confidentiality and integrity when handling sensitive employee and candidate information, demonstrating exceptional data stewardship.
Requirements
- Demonstrated strong track record in investigative data work, leveraging quantitative analysis to uncover root causes, quantify opportunities, and drive operational improvements.
- Proficiency in building dashboards and reports, with a talent for transforming complex data into clear narratives, compelling visuals, and impactful recommendations that influence decision-making.
- Experience navigating Workday and ServiceNow (or similar HRIS and ticketing/workflow tools) to extract, validate, and interpret data. A deep understanding of how HR transactions and HRSD workflows manifest in data and where potential issues may lie is crucial.
- Enthusiasm for developing capacity models and performance frameworks that empower leaders to understand demand, plan staffing, and manage SLAs effectively.
- Ability to anticipate risks and opportunities, propose data-backed solutions, and exercise sound judgment in determining when to implement quick wins versus escalating larger issues for broader collaboration.
- Aptitude for building strong, trust-based relationships across HR, Operations, and business partners, with comfort in navigating ambiguity to clarify questions and align on measurement strategies.
- Skill in distilling complex analyses into concise written and verbal updates that foster clarity and drive action across diverse audiences.
- Demonstrated trustworthiness with sensitive information, consistently modeling integrity, discretion, and respect for employee privacy.
- Typically, 3–5 years of experience in HR operations, shared services, workforce management, or data/analytics roles.
- Hands-on experience with HR systems such as Workday and ticketing/workflow tools like ServiceNow (or equivalents).
- Proficiency in data and reporting tools (e.g., Excel/Sheets, BI/dashboarding tools, SQL or similar) and comfort working with large datasets.
Company
Zillow
Zillow is a leading online real estate marketplace in the United States, dedicated to transforming the way people buy, sell, and rent homes. As a sub-organization of Zillow Group, Zillow provides c...
United States
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