Senior Business Analyst

Requisition Summary

The Customer Experience Senior Business Analyst is an exciting role contributing to the success of our department supporting UPTIME for our customers. The position has the opportunity to improve customer and agent experience when interacting with the PACCAR Pars Customer Experience Organization through customer interaction technology and tools. Support the business to achieve goals and provide Customer Experience departments including Dealer Experience, Technical Research, Vehicle Support, Customer Center, Credits & Returns, EZTrac, Dedicated Fleet and Warranty with necessary analysis, documentation and process improvement.

Job Functions / Responsibilities

Creates BI solutions from ambiguous or undefined business requirements, serving as a business subject matter expert for Customer Interaction projects and tools, including Salesforce, Databases, Dashboards, and other Business Systems.

Contributes innovative ideas to team strategy development related to management reporting for Customer Experience, including data mining, analyzing trends, and recommending solutions to improve dealer service levels.

Applies expert knowledge of data mining and BI techniques to independently identify and curate business problems into advanced BI solutions, evaluating the performance of potential solutions to business challenges.

Leads comprehensive business process reviews across CX departments, facilitating senior stakeholder engagement to analyze, evaluate, and define future-state processes and solutions, ensuring key insights are effectively conveyed.

Engages and collaborates with cross-functional CX teams and stakeholders to drive alignment and ensure successful outcomes on complex projects, leading the scoping and documentation of project requirements and communicating project progression effectively and punctually.

Proactively identifies systemic data quality issues, drives corrective action, and applies data entry standards while identifying gaps and recommending updates, taking ownership as a data quality steward.

Monitors solution performance and investigates anomalies, addressing issues related to speed, data extracts, and data quality, while identifying opportunities for improvement on deployed solutions.

May assist in leading the project plan from a technical BI perspective on large projects, identifying potential technical risks and key milestones.

Other duties as assigned.

Skills / Competencies

Proficient knowledge of business analysis, data analysis, and process improvement methodologies.

Advanced proficiency in SQL for data querying, manipulation, and analysis.

Advanced proficiency in Python/R, including statistical analysis libraries (e.g., NumPy, Pandas, Scikit-learn).

Advanced proficiency in visualization software such as Tableau and/or PowerBI.

Advanced proficiency in Snowflake or equivalent data platform technologies.

Familiarity with web-scraping and API tools.

Demonstrated ability to facilitate workshops, contribute to stakeholder discussions, and deliver complex analytical solutions.

Strong customer service orientation, communication, and problem-solving skills.

Excellent oral and written communication skills, with experience working across multiple levels of an organization.

Ability to manage multiple projects in a fast-paced, cross-functional environment.

High attention to detail and a commitment to quality and data governance standards.

Collaborative, proactive, and self-directed approach.

Qualifications

Bachelor's Degree in Business or related field required; MBA/MS desired.

2+ years of experience in PACCAR or equivalent industry as a data or business analyst.

Experience with Salesforce, Snowflake, Tableau, SQL, and Python.

Six Sigma Lean Belt certification desired.

Advanced proficiency in Excel and Microsoft Office products.

Demonstrated ability to contribute to and influence team strategy.

Proven experience delivering complex analytical solutions and process improvements.

Demonstrated ability to work effectively with cross-functional teams and stakeholders.

Additional Job Board Information

PACCAR Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

401k with up to a 5% company match

Fully funded pension plan that provides monthly benefits after retirement

Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time

Tuition reimbursement for continued education

Medical, dental, and vision plans for you and your family

Flexible spending accounts (FSA) and health savings account (HSA)

Paid short-and long-term disability programs

Life and accidental death and dismemberment insurance

EAP services including wellness plans, estate planning, financial counseling and more

This position is eligible for a holiday gift

Salary Range

At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors including your education, training, or experience. The salary range for this position is $80,800 - $111,650 annually. Additionally, this role is eligible for the full range of benefit options listed above.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.

PACCAR Parts is an E-Verify Employer

PACCAR has success with diverse teams of employees working together to achieve excellent results. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions and increases employee engagement.

Division Information

PACCAR Parts is the global provider of aftermarket parts and services to support Kenworth, Peterbilt, DAF and TRP dealers around the world. This includes 21 distribution centers globally that support 2,300 dealerships and over 1,000,000 customers. Aftermarket support includes world class customer centers that deliver industry leading uptime in conjunction with our outstanding supply chain that delivers record levels of inventory availability for dealers and customers.

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and also provides customized financial services, information technology and truck parts related to its principal business.

Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services — you can develop the career you desire with PACCAR. Get started!