Post-Sale Tracking Engineer & Digital Insights Analyst

The Post-Sale Tracking Engineer & Digital Insights Analyst will lead the development of reporting, analysis, and insight generation across post-sale digital experiences for International Health Customer Experience.

The role involves designing, implementing, governing, and maintaining the digital measurement framework and tagging across post-sale digital platforms.

Key Responsibilities:

Post-Sale Digital Insights and Reporting

• Run and continuously improve the post-sale digital insights reporting strategy, dashboards, and recurring performance reports.
• Develop clear executive summaries, experience scorecards, and diagnostic views for leadership, Product, Customer Experience, and Technology stakeholders.
• Create regular insight narratives explaining performance trends, material risks, data limitations, priority opportunities, and recommended actions.
• Support the Post-Sale Digital Analytics Lead in preparing and running digital insights governance forums.

Digital Measurement and Instrumentation

• Design, implement, and maintain digital tracking frameworks across member-facing digital platforms.
• Define event-tracking requirements, measurement specifications, and tagging architecture for new or updated features and existing customer journeys.
• Partner with Product Managers, UX teams, developers, and platform owners to embed analytics requirements into delivery processes.
• Develop and maintain measurement plans, event taxonomies, data dictionaries, and implementation documentation.
• Ensure tracking coverage across priority journeys.

Generate Actionable Customer and Journey Insights

• Analyze priority post-sale journeys to identify friction, failure, confusion, abandonment, repeat attempts, and recovery behavior.
• Conduct deep-dive analysis into journey performance, experience breakdowns, and emerging customer pain points.
• Translate analysis into practical recommendations and prioritization opportunities for Product, Customer Experience, Technology, and Operations teams.
• Track the impact of digital improvements, releases, and experience interventions, and identify where further action is required.
• Differentiate between observed findings, potential hypotheses, and areas where evidence is insufficient.

Analytics Platform Configuration and Administration

• Configure, maintain, and support analytics platforms used across the post-sale analytics ecosystem.
• Support implementation and governance across Google Analytics 4, Adobe Analytics / Adobe Customer Journey Analytics, Dynatrace, Verint, and other approved platforms.
• Manage platform configuration standards, access requirements, implementation controls, and technical documentation.
• Coordinate with Enterprise Analytics teams, Technology partners, and external vendors on tagging enhancements, integrations, and upgrades.

Other Key Responsibilities

• Bring together digital behavior, Voice of Customer, technical performance, operational outcomes, and support-demand data to create a connected experience view.
• Triangulate evidence across multiple data sources rather than interpreting individual metrics in isolation.
• Create and maintain trusted event definitions, calculated measurement logic, and analytics-ready datasets.
• Develop Dashboards and Self-Service Reporting, and Support Measurement and Reporting Governance.
• Stakeholder Engagement and Insight Storytelling.

Qualifications and Experience:

• Bachelor’s degree in data Analytics, Statistics, Economics, Business Analytics, Computer Science, Digital Marketing, Engineering, or a related discipline.
• 3+ years of experience in digital analytics, product analytics, customer experience analytics, business intelligence, or a related insights role.
• Experience in digital analytics implementation, analytics engineering, web or app analytics, product analytics, or a similar technical analytics role.
• Experience analyzing websites, mobile applications, portals, or other digital products and customer journeys.
• Hands-on experience implementing tracking for websites, mobile applications, portals, or other digital products, including experience with analytics tagging for React native apps.
• Experience developing dashboards, recurring reporting, and senior-stakeholder insight presentations.
• Experience collaborating with Product, Technology, UX, Analytics, and external implementation partners.

Technical Knowledge and Skills:

• Proficiency in data preparation, exploration, visualization, trend analysis, and diagnostic analysis.
• Hands-on knowledge of Google Analytics 4, Google Tag Manager & Adobe Customer Journey Analytics.
• Familiarity with data sources such as Verint, Medallia, Appbot, Dynatrace is beneficial.
• Good-to-have experience with reporting and visualization tools such as Power BI, Tableau, or Qlik, practical SQL capability, including joining and reconciling multiple datasets and creating reusable analytical datasets.
• Familiarity with APIs, data-integration concepts, digital performance tools such as Dynatrace, and reporting platforms.

Professional Competencies:

• Strong analytical thinking and structured problem-solving skills.
• Excellent written, visual, and verbal storytelling skills, with the ability to make complex findings clear and actionable.
• High attention to detail and commitment to accurate, reproducible, and well-documented analysis.
• Strong collaboration and stakeholder-management skills across technical and non-technical teams.
• Customer-focused, curious, proactive, and comfortable constructively challenging assumptions.
• Ability to manage multiple priorities and deliver with both speed and accuracy.
• Ability to interpret and present analytical findings with statistical rigour, clearly distinguishing meaningful patterns from normal variation and communicating assumptions, uncertainty, data limitations, and the strength of available evidence.