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 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 and Skills:

• 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

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.