Business Analyst – Customer Service

Business Analyst – Customer Service

Location: North America - New York, Los Angeles, Seattle, Chicago

Type: Full-time/permanent

Who You Are:

The mission of the Data and Analytics team at Getty Images is to use data-driven insights and analytical expertise to better understand customers, grow revenue, and optimize operations by enabling strategic decision making. As a Business Analyst within the Customer Care vertical, you will contribute towards improving customer experience and enhancing service operations. You will also have the opportunity to influence the development and implementation of critical initiatives focused on Customer Service. In addition to possessing strong analytical and communication skills, you are comfortable working independently to extract actionable insights from data as well as collaborating with team members and leadership to prioritize business needs. If you are interested in the application of data to resolve issues and anticipate trends related to customer satisfaction and service efficiency, this role would be an excellent fit for you.

Your Next Challenge:

• The Customer Service and User Experience teams rely on access to customer interaction, behavior, and feedback data to advise, drive, and evaluate their strategic goals. As a Business Analyst, your main responsibility will be to deliver data-driven insights and implement data-driven solutions to improve customer experience and increase service efficiency.
• Run deep strategic analysis by collecting, processing, and visualizing data from various sources to address business inquiries, identify trends or issues, deliver actionable insights, and recommend data-driven solutions.
• Develop and maintain pipelines, dashboards, and reports to supervise individual and departmental key performance indicators and other service success metrics.
• Guide experimentation by advising test designs, crafting measurement plans, and evaluating impacts and opportunities to accelerate decision-making and enhance service quality.
• Collaborate with team members and leadership to identify areas for improving service processes and assist with the development of service strategies.
• Prepare, document, and present data findings and recommendations in a clear and concise manner, ensuring stakeholders and leadership have the right information to act efficiently.
• Stay updated with industry trends and best practices in data analysis and customer service.

What You’ll Need:

• Bachelor’s or Master’s degree Statistics, Business, or an equivalent quantitative field. If you are self-taught and believe you are a good fit for this role or have significant work experience, we would love to hear from you as well.
• Shown experience of having worked hands-on in a Data Analyst or Business Analyst role, preferably in a customer service environment.
• Proficiency in data analysis tools (SQL, Excel) and data visualization software (Looker, Power BI). Experience with CRM systems and customer service software (Salesforce, Calabrio) is also a plus.
• Strong analytical and problem-solving skills with knowledge of statistical analysis techniques and methodologies. A shown understanding of customer service KPIs, such as service levels, resolution times, and CSAT to identify trends is an advantage.
• Excellent written and oral communication skills with an ability to transform sophisticated data into clear, compelling, and visually engaging insights tailored for different audiences, from frontline teams to senior leadership.
• Ability to work independently on a project from ideation to delivery and as part of a team to assemble the vital requirements or data.
• Familiarity with programming languages such as Python or R for optimizing workflows and automating repetitive processes is an asset.

There’s a story in every picture, a narrative in every frame. 

We believe in the power of visuals. As a leading visual content creator, our three brands–Getty Images, iStock, and Unsplash–offer a full range of content solutions to meet the needs of any customer, whatever their size, location, or budget. Whether the goal is commercial or philanthropic, revenue-generating or society-changing, market-disrupting or headline-driving, our visuals help any brand, business, or organization communicate more effectively with their target audience and urge them to action. In other words, we know how powerful an image or video can be—and that it can move the world. 

Working at Getty Images 

Our goal is to be one of the best places to work globally, which means we’re dedicated to providing experiences and resources that allow you to do your best work. Foundational to our culture are our Leadership Principles, which are the shared values that guide how we come together to do our work. We raise the bar and collectively bring solutions while exercising trust, transparency, and care. We actively reject biased behavior and are inclusive of different voices, perspectives, and experiences. We focus on our customers and deliver on our commitments and commercial goals. 

We foster a collaborative and supportive environment that prioritizes delivering results efficiently and using time wisely, so that all employees can achieve balance between commitments to the company and health and well-being in our lives. We value the importance of rest and recovery ranging from company-paid holidays to time away from work. Our flexible time off policy is above industry standard. We offer premier benefits with options including above-market competitive medical, dental, vision, health plan savings accounts, life and disability plans, global employee assistance programs, legal, pet, home, and auto coverage at preferential group rates and discounts, as well as retirement and financial education and tools. Full-time employees working at least 25 hours per week are eligible for these programs and health benefits on the 1st of the month following their date of hire.

Getty Images Holdings, Inc is a publicly traded company, and its common stock is listed on the New York Stock Exchange under the symbol "GETY". You may be eligible to participate in our Employee Stock Purchase Plan, which allows employees to purchase company stock at a 15% discount to market. 

Our employees’ growth, development, belonging, and engagement are important investments. We offer learning experiences ranging from leadership development, diversity and inclusion training, mentoring programs, a high potential program, and professional and skills development. We prioritize staying connected in our hybrid-working world and encourage participation in global morale events and local gatherings, as well as finding community in one or more of our Employee Resource Groups. Learning about our business is paramount, and our open and transparent culture means you’ll have direct access to experts and senior leaders via open forums, all hands, and content hours. 

Getty Images believes that diversity is critical to our success in moving the world and is committed to creating an inclusive, mutually respectful environment that celebrates diversity. We seek to hire based on merit, competence, performance, and business needs. Getty Images is an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.