Web Analyst

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program. Position Overview: The Web Analyst will support RoundPoint Mortgage Servicing LLC. We are seeking a detail-oriented Web Analyst to support the launch, ongoing optimization, and performance monitoring of our digital experience supporting mortgage servicing and lending. This individual will analyze borrower interactions, establish digital performance metrics, validate tracking and reporting, identify usability issues, and deliver actionable insights that improve borrower satisfaction and operational efficiency. This individual will also provide top-level support for logic and technical issues. Job Responsibilities: Partner with business owners to define KPIs and success metrics for digital features, pages and campaigns Build and maintain recurring reports and dashboards, and answer ad hoc questions with data Monitor the health of digital channels and flag unusual changes in traffic, usage or conversion Analyze customer journeys, funnels and feature adoption across web and mobile Measure whether customers complete tasks online, and find where they struggle, drop off or call for help instead Segment customers to find differences in behavior and opportunities to personalize Provide top-level support for issues with business logic within the customer portal Support customer-facing portal support groups at a technical level and interact directly with customers in extenuating circumstances Plan, run and analyze A/B and multivariate tests Turn test results into...

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