Data Analyst

Richardson

### Overview State Farm is built around helping people, strengthening communities, and improving lives. The company is evolving into a next-generation "Good Neighbor" through technology that deepens human connection and elevates the customer experience. In this role, you will spend less time dealing with system friction and more time using judgment, empathy, and analytical expertise where it matters most. ### Work Arrangement This is a hybrid position. Eligible candidates must live within 180 miles of one of the designated hub locations and should expect a mix of home and office work. Hub locations include Bloomington, IL; Richardson, TX; Atlanta, GA; and Tempe, AZ. ### Work Authorization Applicants must already be eligible to work legally in the United States at the time of hire. State Farm will not provide visa sponsorship for this opportunity, including H-1B sponsorship. ### Role Summary You will join the Hercules Contact Center Central (C3) SPARK team and help build data-driven tools and analytics that improve operational health, efficiency, and contact flow configuration. The team supports a centralized toolkit for representative setup and contact flow management, using cloud-based technologies and custom solutions to modernize contact center operations. ### What You'll Do You will work with engineers, analysts, and business partners to turn data into practical reporting and analytics that support contact center management. The role sits in a fast-moving agile setting and contributes directly to State Farm's modernization of contact center capabilities with cloud technology. ### Qualifications Ideal candidates bring strong data quality instincts, analytical thinking, technical data skills, and the ability to communicate findings clearly. Experience with cloud data platforms, testing approaches, and contact center metrics is beneficial. ### Compensation and Benefits Compensation is aligned to a standard 38:45-hour work week. The potential starting salary is $80,600 to $120,000 per year, depending on relevant skills, background, and experience. The top end of the range is reserved for candidates with substantial applicable experience. There is also potential yearly incentive pay of up to 15% of base salary. State Farm offers a broad benefits package that includes strong health coverage, annual raise and bonus eligibility, education and tuition support, mentoring, employee groups, fertility/IVF/adoption support, financial coaching, discounts, community giving programs, and retirement planning support including a 401(k) with company contributions of up to 7% of salary. Employees may initially earn up to 20 days of annual time off, along with parental leave, paid holidays, a celebration day, life leave of 40 hours per year, bereavement leave, and community service or education support days. ### Additional Information The company highlights a culture of work-life balance, growth, community support, and long-term financial wellbeing. The role is tied to one of the company's strategic priorities: optimizing and modernizing the contact center experience. ### Responsibilities * Build analytics and reporting tools that convert raw data into actions for the contact center team. * Work with cross-functional partners to support representative setup and contact flow configuration through a centralized toolkit. * Partner with engineers and analysts across product capability teams to deliver reporting solutions. * Define and track metrics that help leaders evaluate the health and performance of contact center operations. * Use cloud-based and custom-built solutions, including Amazon-managed services such as AWS Connect, to support operational insights. * Operate effectively in an agile environment and help deliver high-priority work in a fast-paced setting. * Translate complex findings into recommendations that business stakeholders can use. ### Requirements * Proven ability to assess data quality, trace lineage, and determine whether data is suitable for business decisions. * Strong understanding of reporting structures and calculation logic, with the ability to identify and fix mismatches across datasets. * Curious, critical approach to data analysis, including investigating assumptions and root causes. * Experience creating and maintaining documentation such as metric definitions, calculation rules, and data standards. * Strong quantitative and analytical ability to test hypotheses, validate assumptions, and produce insights. * Experience with A/B testing, statistical interpretation, and pre-test/post-test analysis. * Hands-on experience querying, analyzing, and validating large datasets. * Comfort using testing tools and automating data validation in collaboration with engineers and technology teams. * Experience with Databricks or similar cloud-based data platforms preferred. * Familiarity with contact center telephony metrics and AWS Connect-based environments is a plus. * Excellent problem-solving skills and the ability to communicate clearly and concisely. * Very strong attention to detail and a commitment to accurate, high-quality work. * Ability to learn new technical skills quickly in a changing environment. * Working knowledge of Agile processes, story creation, and Agile ceremonies. ### Perks \& benefits * Potential starting salary of $80,600 to $120,000 per year. * Yearly incentive pay of up to 15% of base salary. * Annual raise and bonus eligibility. * State Farm covers most of the healthcare premium. * Multiple medical plan options, including a high-deductible plan. * 100% in-network preventive care coverage on all medical plans. * Access to vision, dental, telemedicine, and 24/7 mental health support. * Industry-leading training, tuition assistance, mentoring, and employee resource groups. * Fertility, IVF, and adoption assistance. * College coaching, financial workshops, free financial coaching, and discount programs. * Up to 20 days of annual time off initially, plus parental leave, paid holidays, celebration day, life leave, bereavement leave, and community service or education support days. * Matching Gift Program, Good Neighbor Grant Program, and Employee Assistance Fund. * 401(k) plan with company contributions of up to 7% of salary. * Free financial advisors for retirement planning.