Data Analyst - Customer Analytics

The Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here. Job Summary The Granicus Experience Group (GXG) is Granicus' in-house digital agency — a cross-functional team of strategists, analysts, communicators, and technology experts focused on customer experience and digital communications for government clients. GXG leverages best-in-class human-centered practices and a design-thinking approach to help federal, state, and local government customers better connect with the people they serve. The Data Analyst, Customer Analytics serves as the subject-matter expert for customer analytics, measurement, and reporting within GXG. This role owns the design, delivery, and continuous improvement of analytics workstreams that enable government customers to understand program performance, optimize digital communications, and achieve measurable outcomes. Operating as an advanced individual contributor, the analyst independently leads analytics workstream execution, sets analytics best practices, makes specialized technical decisions, and mentors junior analysts in data quality, visualization, and reporting methodology. Who We Are: Data-driven thinkers, grounding our insights and recommendations for growth in measurable data and context. Human-centered design practitioners, understanding best practices, regardless of technology or use cases, and always putting people at the center of our solutions. Digital content creators and strategists, applying best practices to key message development, evaluation of current client content, and identifying optimization opportunities. Innovators, leveraging design-thinking and other frameworks to keep our work fresh and help our customers adopt a mindset for change. We drive toward success with a spirit of experimentation and agility. How We Show Up to Work: Demonstrate a polished, professional relationship with colleagues and customers. Assume positive intent. Be collaborative. Create space for and be open to different expertise and experiences. Be dependable and reliable for our customers and colleagues. Be organized and manage your own workload. Be proactive. Be willing to jump in, not wait to be told. Be willing to try something new, not dependent on documented examples. Be empathetic. Consider the human experience, needs and motivations of our customers and our colleagues. Be open to feedback. Listen with the same passion with which you want to be heard. Be curious. Gather information and knowledge. Consider new ideas and approaches. Consider what you might not know. What Your Impact Will Look Like Essential Function: Lead end-to-end ownership of analytics workstreams for assigned GXG customer engagements — from requirements definition through delivery, insight communication, and optimization recommendations — operating independently without routine escalation. Independently design, build, and maintain measurement frameworks that define KPIs, success metrics, and performance benchmarks for government customer digital communication programs across email, web, surveys, forms, and other channels. Lead the architecture, development, and ongoing optimization of dashboards and reporting solutions integrating data from multiple sources; own data accuracy, reliability, and governance for all workstream-level reporting outputs. Define, document, and champion analytics standards, reporting methodologies, and data governance best practices for GXG's Customer Analytics practice; serve as the team's subject-matter expert and internal escalation point for complex analytical challenges. Make independent analytical and methodological decisions within the GXG customer analytics domain, including selection of approaches, metrics frameworks, visualization strategies, and tool architectures — without requiring managerial approval for routine technical judgments. Author and maintain owned SOPs, analytics playbooks, reporting specifications, and knowledge-base documentation to ensure consistency, repeatability, and institutional knowledge retention across the GXG team. Serve as the primary analytics point of contact for assigned customer engagements; lead requirements-gathering sessions, present data-driven findings and strategic recommendations to technical and non-technical audiences, including government stakeholders. Mentor and coach junior analysts on SQL, data visualization, measurement strategy, and analytics best practices; conduct structured peer reviews and quality assurance of team deliverables. Own investigation, root-cause analysis, and resolution of data quality and consistency issues across GXG reporting systems; establish preve