Data Analyst

About the Role

We are seeking a Customer Experience and Support Analyst to join our dynamic team. The ideal candidate will have strong experience in data analytics, customer feedback analysis, and support operations and a proven ability to translate insights into actions that improve customer experience and business outcomes.

Responsibilities

• Identify trends, opportunities, and pain points across customer support channels using operational data, case transcripts, surveys, and related sources.
• Monitor customer feedback to detect emerging issues and conduct root cause analysis.
• Integrate customer feedback with transactional, operational, and behavioral data to map experience drivers.
• Advocate for customers through periodic and ad-hoc reporting, evangelizing insights with key stakeholders to influence corrective actions.
• Collaborate with cross-functional teams to identify root causes in support functions, develop remediation plans, and measure effectiveness.
• Utilize AI analytics tools, Salesforce, and Hive to analyze data and deliver actionable insights.

Required Skills & Qualifications

• 6+ years of experience in data analytics, data science, or related analytical roles.
• 6+ years of experience with SQL and statistical analysis methods.
• Proficiency in data-led storytelling and presenting complex insights to non-technical stakeholders.
• Experience with Customer Experience or Voice of Customer metrics such as NPS and CSAT, surveys, and feedback analysis.
• Experience with customer support operational metrics.
• Experience with statistical analysis using R, Python, or similar tools.

Preferred Skills

• Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field.
• 3+ years of experience in customer experience, customer support, customer care, or service analytics roles.
• Proficiency with Generative AI tools and techniques, including LLMs and AI agents, with experience in prompt design and orchestration to automate analysis, synthesize insights, and execute multi-step analytical tasks.
• Experience working with Salesforce.
• Knowledge of predictive analytics or ML/AI techniques.

Pay

$59/hr – $67/hr (W2)

Schedule

Remote (PST or CST Preferred), Contract – 12 months