Lead Analyst, Reporting and Insights

Lead Analyst, Reporting and Insights College Board - Operations - Customer Engagement and Experience Location: This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees are required to occasionally travel to meet in person for business purposes. Role Type: This is a full-time position About the Opportunity As the Lead Analyst, Reporting and Insights , you are an individual contributor focused on hands-on dashboard building and analysis, leveraging strong Tableau skills and thoughtful insights to support executive's understanding of our customer engagement ecosystem. You are skilled at building dashboards that executives and non-technical audiences can actually use and understand, enabling them to make strategic operational and business decisions. You'll present insights to Director- and VP-level leaders, draft and produce the narrative for Business Reviews, and use strong data interpretation skills to surface important insights. In short, your analysis and visualizations will help our leaders across several products, (including AP, College Readiness Assessments, Financial Aid and more) answer the questions: "What's driving performance? Where are we off track? What will most improve our customer experience? What outcomes could we improve?" Success in this role means that CEE leaders can rely on your insights to take clear, timely actions that lead directly to improved outcomes. About the Team The Operations Division at College Board is focused on leading the organization's transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The Customer Engagement & Experience (CEE) department is a combination of teams that support our key constituents: students, parents, educators, and our state partners that represent approximately two million contacts per year. This integrated team serves as the organization's 'front line' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience. In this role, you will: Build and Scale Reporting Tools in the Operations Business Build efficient, scalable reporting tools and systems that significantly reduce manual reporting efforts Standardize key metrics so leaders operate from a shared understanding of performance and success Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams Ensure reporting tools (e.g., Tableau, Salesforce, AWS, vendor platforms) are used consistently to enable faster, better decision-making Dashboard Design, Data Visualization, and Reporting Execution Using Tableau, Salesforce, AWS, vendor platforms, and other necessary tools, translate complex operational datasets into dashboards and visualizations with clear, actionable insights that drive measurable improvements in customer experience, efficiency, and team performance Identify and correct data quality/structural issues in large, real-world operational datasets before analysis begins Identify root causes of performance gaps (e.g., call drivers, volume spikes, resolution inefficiencies) and recommend specific actions to address them Serve as the go-to resource for translating data into business-relevant insights and recommendations, fielding requests from across the team and via intake Proactively identify opportunities to use data to improve performance and influence priorities Shift reporting from retrospective summaries to forward-looking insights that influence decisions and outcomes Enable Leadership to Make High-Quality Business Decisions Create and prepare the insight layer for Business Reviews with senior leadership, ensuring they focus on what matters most, highlight risks and tradeoffs, and driv