We are the curious.

Ancestry®, the global leader in family history and consumer genomics, empowers journeys of personal discovery to enrich lives.

With our unparalleled collection of more than 60 billion records from 88 countries, over 3 million subscribers and over 25 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.

Ancestry has over 1,300 employees in locations across the globe. Our headquarters is in Lehi, Utah and our offices are located in San Francisco, California; Lehi, Utah; Dublin, Ireland; Paris, France; London, England; Sydney, Australia; and Grafing, Germany. We are committed to our location flexible work approach, allowing you to work from where you want — in an office or from home or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.

We’re passionate about using technology to create simple, useful, and delightful experiences that enrich lives and connect families and have accelerated product innovation to enable everyone to discover, craft and connect around their family story. Ancestry is continually looking for talented, hard-working and curious individuals who are passionate about bringing this mission to life.

Sound like you? Join the curious. Visit https://careers.ancestry.com

The Reporting and Analytics Business Analyst, as part of the Member Services Business Analytics team is responsible for building, maintaining and distributing daily, weekly, monthly and ad-hoc reports and dashboards. They also perform analyses to assist in short and long-term omni-channel contact center operations, planning and financial analyses, as well as customer experience analysis. The ideal candidate for this role will have an advanced understanding of Microsoft Excel and data visualization tools including SQL notions, and how analytics and access to insights apply to the management of omni-channel contact center operations. Key functional responsibilities include the ability to demonstrate strong skills in creating reports (in Excel, Tableau and other internal tools) as needed to provide the business stake holders with relevant and actionable data. Prior contact center and/or project management experience a plus.

What you will do...

• Performs continual analysis of past, current and potential impacts to future performance to communicate necessary adjustments in strategic planning and coordinate with internal and external teams to achieve service level goals / business objectives for a multi-site operation.
• Produces reports, including designing formats and layouts for new metrics or KPIs.
• Drives data/reporting projects from end to end when applicable.
• Drives analyses and clearly communicate findings and possible outcomes/solutions.
• Provides daily/intra-day/weekly/monthly performance reports to leadership.
• Analyzes various sets of data from relational and cube databases as well as from raw exports.
• Communicate and present customer related data and analysis across all areas of the team via visualization, graphs, dashboards, key callouts, and etc.. (i.e. to peers, agents and senior leaders).

Who you are...

• 3+ years of related successful work experience
• Understanding of overall operational activities in a contact center including phone, email, chat, community and social media support.
• Experience in reporting on an analysis agent driven data points (efficiency, process completion, customer survey data)
• Working knowledge of Excel and Tableau and other analytical, visualization, and reporting tools (PowerPivot, SAS, SQL, Salesforce, etc.). possess the ability to organize/analyze data in a structured manner. Ability to build dashboards and dynamic reports.
• Familiarity with Windows based programs (Word, PowerPoint, Outlook, etc.).
• Written & Verbal Communication: ability to effectively convey thoughts and concepts, and provide information to all organization customers. Ability to present data in a clear, meaningful and engaging manner.
• Dealing with Ambiguity: must have ability to adapt and excel as a team player in a fast-paced and change-oriented environment and be self-sufficient in creating the steps within any given task.
• Experience in project or process management
• Some college, degree or equivalent experience