POSITION DESCRIPTION Power BI Data & Visualization Analyst Customer Experience & Business Analytics | Banner Solutions |
Job Title: | Power BI Data & Viz Analyst | Reports To: | Director, CX Process Improvement | Travel: | <10% | Location: | Hybrid |
ABOUT BANNER SOLUTIONS & THE ROLE
Banner Solutions is a premier national wholesale distributor specializing in commercial door hardware, access control systems, and security products (CSI Divisions 8, 10 & 28), representing 260+ manufacturers with a 98%+ same-day ship rate. We serve a diverse customer base, including Contract Hardware Dealers, Glass & Glazing Dealers, Building Material Suppliers, EAC Integrators, Locksmiths, Institutional End Users, e-tailers, and retailers nationwide.
We are relentlessly focused on making our customers' jobs easier, driving continuous investment in technology, process improvement, and data-driven decision-making. We seek a Power BI Data & Visualization Analyst to architect our Power BI reporting ecosystem for our customer experience (CX) strategy, and Customer Success and Service operations. Reporting to the Director of CX Process Improvement, you will transform data from ERP, CRM and other applications into trusted dashboards, scorecards, and analytical models that help leadership differentiate customer experience, grow revenue, reduce customer friction, and allocate resources. High-impact individual contributor role with a clear path to Senior Analyst or Analytics Lead.
ENTERPRISE TECHNOLOGY ENVIRONMENT
BI / Viz | MS Power BI, MS Fabric (Source Code Manager) | ERP | Epicor P21 | CRM | Salesforce | Contact Center | Genesys Cloud CX | PIM | Akeneo |
Languages | SQL, Python, DAX, M (Power Query) | Data Lake | MS Fabric | Productivity | MS 365, Excel (Advanced) | Industry | CSI Div. 8, 10 & 28 | Version Control | Git (preferred) |
CORE RESPONSIBILITIES
Power BI Development & Data Visualization
- Design and maintain production-grade Power BI reports and dashboards as the single source of truth for sales, CX, Customer Success, and Customer Service.
- Govern the Power BI semantic model in MS Fabric SCM: row-level security, incremental refresh, deployment pipelines, and metric consistency organization-wide.
| - Author advanced DAX measures (time intelligence, semi-additive, filter context) and Power Query (M) scripts connecting P21, Salesforce, Genesys, Akeneo, MS Fabric.
- Partner with CX management to audit, rationalize, and maintain all existing operational dashboards; establish a prioritized roadmap for new analytics capabilities.
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Customer Experience (CX) Analytics
- Build a CX analytics framework measuring key moments of truth: quote response time, order accuracy, on-time delivery, return rates, contact center resolution, and NPS or other measured sentiment outcomes.
- Segment Banner’s customer base to identify behavioral patterns, share-of-wallet expansion opportunities, and churn risk by segment, product category, DC, and territory.
| - Develop internal dashboards for key CX metrics spanning the full order-to-cash business process.
- Integrate Genesys contact center data with P21 transactional history to quantify service failure costs and surface root-cause process improvement opportunities.
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Customer Success Analytics — Front-End (Quoting & Order Entry)
- Build descriptive and diagnostic dashboards for quote pipeline health: conversion rates, quote aging, response time, and accuracy by rep, segment, and product category (P21 & Salesforce).
- Analyze order entry performance metrics — cycle time, first-time-right rates, and error rates by type — to identify process improvement opportunities in partnership with Customer Success management.
| - Develop predictive models to score quote-to-order conversion likelihood, forecast order volume by segment and territory, and surface high-probability opportunities for proactive customer outreach.
- Create 360° customer-facing and internal views of each account’s transactional and strategic experience with Banner, combining quote, order, and contact history.
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Customer Service Analytics — Back-End (Returns & Replacements)
- Design and maintain descriptive analytics for returns and replacement workflows: return rate by SKU, product category, customer segment, and reason code; replacement cycle time; and total cost-of-returns tracking.
- Apply diagnostic analytics to identify root causes of return and replacement volume spikes; correlate service failure patterns with customer churn risk and prioritize remediation with Customer Service management.
| - Develop predictive return-risk scoring models that generate early-warning signals and trigger proactive outreach before customers escalate, reducing replacement costs and protecting customer relationships.
- Measure and trend the impact of service recovery actions on downstream customer retention, repeat purchase behavior, and NPS to quantify the ROI of service improvement initiatives.
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AI Tools & Intelligent Analytics
- Leverage Microsoft Copilot for Power BI — including natural language Q&A, AI-generated report summaries, and anomaly detection — to extend self-service analytics.
- Use AI-assisted development tools (GitHub Copilot, Azure OpenAI, or equivalent) to accelerate DAX, SQL, and Python development; critically evaluate all AI-generated code and analytical output for accuracy and governance compliance.
- Ingest, model, and visualize structured outputs from Banner’s quote and order automation platform, turning exception logs and automation performance data into operational dashboards that measure ROI and surface friction points.
| - Apply prompt engineering techniques to direct AI tools in generating draft analyses, summarizing large datasets, and producing narrative interpretations of dashboard findings.
- Serve as a critical reviewer of AI-generated analytical outputs — validating model results, identifying data quality artifacts, and ensuring all AI-assisted insights meet Banner’s accuracy and governance standards before reaching decision-makers.
- Stay current on responsible AI principles — bias detection, model explainability, and human-in-the-loop validation — as they apply to customer-facing scoring models such as churn risk, return risk, and quote conversion.
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SQL, Data Engineering & Python
- Write and optimize complex SQL queries against MS Fabric and P21; build reusable parameterized views and stored procedures for scheduled and ad hoc reporting needs.
- Automate recurring data pipelines in Fabric SCM; proactively identify data quality issues and partner with IT and source system owners to remediate.
| - Use Python (pandas, NumPy, scikit-learn) for analytics beyond BI tooling: predictive modeling, churn forecasting, return-risk scoring, trending, and demand pattern analysis.
- Support new data source onboarding including AI/ML streams from Banner’s quote and order automation initiative.
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Insight Communication & Analytics Operations
- Translate complex findings into compelling executive narratives; deliver performance reviews and data-backed recommendations to leadership across Sales, Ops, Marketing, Finance, Service, and General Management.
| - Champion data literacy: train end users on self-service Power BI, document metric definitions, and maintain a governed metrics catalog across all business functions.
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QUALIFICATIONS
Required
- 3+ years hands-on Power BI development (production)
- Advanced DAX: time intelligence, row/filter context
- Power Query / M for complex ETL transformations
- Star-schema data modeling; Power BI Service administration
- Familiarity with AI-assisted dev tools (GitHub Copilot, MS Copilot); ability to critically evaluate AI-generated code and analytical output for accuracy
| - Proficient to advanced SQL (CTEs, window functions, optimization)
- MS Fabric, Azure Data Lake, or equivalent cloud data lake
- Python proficiency: pandas, NumPy, matplotlib/seaborn
- Statistical reasoning: regression, segmentation, cohort, A/B
| - Bachelor’s in Statistics, Math, CS, IS, Economics, or related
- PL-300 cert strongly preferred or actively in progress
- Excellent communication and executive presentation skills
- Proven ability to manage concurrent projects in fast-paced environment
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Preferred Differentiators
- Wholesale distribution, building products, or B2B experience
- Epicor P21 ERP data structures and reporting
- Salesforce CRM integration (SFDC data model, Connector, API)
- MS Copilot for Power BI, Azure OpenAI, or AI Builder experience
| - Quoting, order management, or returns/RMA analytics
- CRM-to-ERP data flows: quote-to-order and order-to-cash
- Genesys Cloud contact center data analytics or experience with equivalent applications
- AI automation platform data integration
| - Predictive / ML modeling (scikit-learn, statsmodels)
- DAX Studio, Tabular Editor, or ALM Toolkit, RLS
- Git version control for BI and analytics code assets
- Responsible AI principles: bias detection, explainability, human-in-the-loop validation
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Cultural Fit & Attributes
- Driven, self-starter, disciplined, and results-oriented with a hunter mentality.
- Committed to process excellence, accountability, and continuous improvement.
- Collaborative team player who leverages internal and external partnerships and best practices to win.
- Embodies Banner Solutions’ values of Courtesy, Respect, Quality, Professionalism, and Discipline.
- Comfortable taking on end-to-end projects from ideation to execution; challenging current biases as appropriate
SUCCESS METRICS — FIRST 12 MONTHS
- 60 days: Audit all Power BI reports and CS/Support dashboards; document data lineage, refresh schedules, quality issues, and stakeholder usage patterns.
- 90 days: Deliver enhanced Customer Success and Service Performance Dashboards; identify top 3 dashboard optimization priorities with Customer Success / Service and CX management.
| - 6 months: Launch internal Customer Experience Health Scorecard for at-risk account identification and wallet-share growth; Quote-to-Cash CX Analytics Dashboard with descriptive and diagnostic layers complete.
- 12 months: Full semantic model governed on MS Fabric; self-service enablement to reduce ad hoc requests measurably; deliver ≥1 predictive model and Customer 360 model draft approaches.
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COMPENSATION & BENEFITS
Competitive Base Salary | ✓ | Performance Bonus | ✓ |
401(k) + Match | ✓ | Medical / Dental / Vision | ✓ |
Hybrid Flexibility | ✓ | Paid Time Off | ✓ |
The job description is not an exhaustive listing of all responsibilities and may be revised at any time.
