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CCSM Analytics and Insights Analyst

Location: Lakeland, FL
Job ID: 28815BR
Department: Public Affairs
Pay Frequency: Weekly
Date Posted: May 20, 2024

$52 - 73k
Full Time - Regular


Publix’s Customer Care and Social Media (CCSM) department is seeking an Analyst within the Analytics and Insights team who will develop analytical solutions for supporting the department and business area needs throughout the company. This includes dashboards and various data visualizations measuring department key performance indicators, as well as analyses for customer engagement performance, operational improvements, workforce, staffing and forecasting. Additionally, the Analyst will consult with business areas across the company to deliver impactful voice of the customer insights informing product and service decisions, strategic crisis response, as well as root cause of customer opportunities and pain points.

Ideal candidates have excellent communication skills, which includes exceptional writing, storytelling, and presentation skills with ability to tailor communications to a variety of audiences, including senior and executive leadership. Additionally, they are skilled in exercising sound judgement that support strong decision-making skills, accurate reporting, and trusted recommendations.

In Publix’s corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix’s corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews.

What you’ll do

  • Develop and implement analytical solutions by identifying, recommending, and resolving root causes to improve overall customer experiences and CCSM quality of service
  • Support the Analytics & Insights Supervisor to monitor critical and potentially brand damaging topics across digital, social media, and traditional platforms
  • Identify and support initiatives to improve data analysis processes for optimization, innovation, and precision
  • Act as team lead and subject matter expert to help train, mentor and guide Reporting Specialists, evaluate peer-review reports and presentations produced by team members, and critique and edit before delivery to internal customer

Required Qualifications

  • Bachelor of Science in marketing, finance, accounting, computer science, data analytics, information systems/technology, or any business or communication field
  • At least three years of experience with analytics, computer science, or similar analytics field work-related experience; and one year experience writing SQL and Boolean queries; and one year experience using Google Analytics, Data Studio, social media analytics tools; and one year experience creating and designing data visualizations and dashboards
  • Demonstrate strong teamwork, leadership, and collaboration skills
  • Project management, prioritization, and persuasion skills
  • Knowledge of the latest technology and the ability to keep up with emerging technologies, possessing the ability to learn quickly and train others
  • Knowledge of database architecture and natural language processing principles utilizing keywords and phrases
  • Broad knowledge of and ability to apply Information Systems design methodologies, testing, processes, and coding languages
  • Ability to foster relationships with business leaders to serve as a trusted business advisor of customer sentiment and trends and customer engagement practices across the retail industry
  • Ability to work independently with little supervision
  • Ability to exhibit a natural curiosity when developing analyses
  • Ability to quickly develop an understanding of new information, processes, and technologies
  • Ability to develop data visualizations
  • Ability to demonstrate initiative by taking responsibility for learning new skills and processes
  • Basic skills with telecom systems like Avaya CMS or Telstrat
  • Intermediate skills with Microsoft Office applications including Access, Outlook, and PowerPoint
  • Intermediate skills with Microsoft Planner
  • Intermediate skills with Big Data and cloud-based machine learning and artificial intelligence tools such as Microsoft Azure or AWS
  • Intermediate skills with Customer Relationship Management or Case Management System such as ePower Center or a similar tool
  • Intermediate skills with social media platforms as well as engagement, aggregating, and listening tools
  • Advanced skills with Microsoft Excel and Word
  • Advanced skills with search engine optimization (SEO)
  • Ability to manage a fluctuating workload and tight deadlines, prioritizing demands and conflicting priorities as a result of time and resource constraints
  • Willingness to work nights, weekends and holidays as required to meet business needs—the position will serve in an “on-call” rotation covering nights and weekends, which may require multiple or consecutive nights and/or weekends in a month’s time during crisis situations

Preferred Qualifications

  • Master’s in business, data science, data analytics or similar discipline
  • Five or more years of analytics, computer science, or social media analytic experience; and three years of experience writing SQL and Boolean queries; and three years of experience with Google Analytics, Data Studio, or similar functionality within other social analytic tools; and experience with distributed big data tools, utilizing visualization software/tools
  • Certification in Sprinklr Reporting and Sprinklr Listening
  • Intermediate skills writing SQL code
  • Advanced skills with Microsoft Planner
  • Advanced skills with telecom systems like Avaya CMS or Telstrat
  • Advanced skills with Power BI, Tableau, MicroStrategy or similar data visualization tools
  • Advanced skills with social media platforms as well as engagement, aggregating, and listening tools
  • Expert skills with Google Analytics and Data Studio
  • Expert skills with search engine optimization (SEO)
  • Advanced skills with Microsoft Access, PowerPoint, and Sharepoint
  • Expert skills with Microsoft Excel, Outlook, and Word
  • Expert skills with writing queries using Boolean language/coding
  • Expert skills with Big Data and cloud-based machine learning and artificial intelligence tools such as Microsoft Azure or AWS
  • Expert skills with Customer Relationship Management or Case Management System such as ePower Center or a similar tool
  • Expert skills with Astute Knowledge Platform


  • Employee stock ownership plan that contributes Publix stock to associates each year at no cost
  • An opportunity to purchase additional shares of our privately-held stock
  • 401(k) retirement savings plan
  • Group health, dental and vision plans plan
  • Paid Time Off
  • Paid Parental Leave
  • Short- and long-term disability insurance
  • Tuition reimbursement
  • Free hot lunches (buffet-style) at facilities with a cafeteria
  • Visit our website to see all of our benefits: Benefits – Jobs (

Year End Bonus

To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one week’s pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks’ pay.

Additional Information

Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.

Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.

Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop. It’s satisfying to work for – and be an owner in – a Fortune 100 company that is widely recognized as a leader in the supermarket industry

**Please note that Publix will not sponsor any hire for this position for a visa or permanent residence**.

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