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.
This position reports to the VP of Business Solutions. This role works closely with key business leaders and leadership of clients, vendors and the balance of the organization to build strong working relationships to achieve goals.
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 specific recommendations and track whether changes deliver the expected impact
Measure performance of email, paid search and other campaigns that drive traffic to our digital channels
Support attribution and campaign tracking so marketing spend and outreach can be evaluated
Write tracking requirements for new features and releases, and validate that data is captured correctly before and after launch
Diagnose data discrepancies between tools and reports, and work with developers to fix tracking issues
Partner with development teams on tag management and data layer setup
Maintain measurement documentation, naming conventions and report definitions
Help ensure tracking and reporting meet privacy, consent, accessibility and regulatory requirements
Present findings in plain language to technical and non-technical audiences, including leadership
Stay current on digital analytics tools, methods and industry practices
Qualifications
Bachelor's degree in a quantitative, business, marketing or technology field, or equivalent experience
Experience in digital or customer experience analytics
Hands on experience with an enterprise web analytics platform
Experience building reports and dashboards in a business intelligence tool
Working knowledge of funnel analysis, segmentation, attribution and A/B testing
Excellent written, presentation and oral communication skills
Experience working with agile delivery teams and ticketing tools such as Jira
Education/Experience
Bachelor's or master's degree in IT or related technical field (i.e., Computer Science, Engineering) and/or 5+ years of web and analytical experience.
About RoundPoint Mortgage Servicing LLC
RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.
Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment…