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 drive clear decisions and follow-up actions

• Comfortable surfacing risks or concerns with senior leaders, and setting clear expectations on scope and timeline when priorities conflict.

• Through strong reports and visualizations, equip leaders to quickly understand performance, what is driving it, and what actions will have the greatest impact

• Proactively surface trends and emerging risks before they impact performance

• Partner cross-functionally with Technology, Operations, and Program teams to improve data quality and accessibility, and identify new opportunities to use data to drive performance

About You

To qualify for this role, you must have:

• A bachelor’s degree and 3+ years’ experience with tools such as Tableau, AWS, Python, SQL, and Salesforce

• Strong working knowledge of Tableau (dashboard design, calculated fields, visualizations) combined with the technical ability to connect to and integrate backend data sources (SQL databases, APIs, data warehouses, etc.) for reporting and analytics.

• Advanced skills in Excel (e.g., complex formulas, pivot tables, etc.) and strong data visualization capabilities

• Commitment to continuous improvement and learning, remaining current on reporting and analysis tools and systems

• Proven ability to work with large datasets and translate them into actionable insights

• Strong consultative, analytical, planning, and organizational skills

• A hands-on, execution-oriented mindset with a bias toward impact

• Strong prioritization skills, with an ability to rearrange and organize workflows for emerging requests

• An ease working in undefined situations and evidence of creating clarity and path forward

• An authentic commitment to College Board’s mission for expanding career opportunities for young people

• The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business

• Relevant Tableau, Data Analyst and Salesforce Certifications (preferred)

• Experience working in or with call center operations (preferred)

All roles at College Board require:

• A passion for expanding educational and career opportunities and mission-driven work

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.

• Clear and concise communication skills, written and verbal

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success

• Authorization to work in the United States

About Our Process

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days.

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

What We Offer

At College Board, we offer more than a paycheck: we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market.

A Thoughtful Approach to Compensation

• The hiring range for this role is $68,000 - $105,000

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data.

• We adjust salaries by location to ensure fairness, no matter where you live.

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.

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