Data Analyst IV

We re looking for a Data Analyst who can separate a genuinely right AI answer from one that only sounds convincing, and improve the workflows behind it. You ll turn customer feedback from every channel into clear, actionable insights that help teams across product, hardware, software, operations, and go-to-market make better decisions. Your work will span the full customer journey for products including AI glasses and Quest VR devices, from purchase and delivery to setup, support, warranty, returns, reviews, and social sentiment. You ll dig into customer feedback and post-sales data, uncover patterns, validate findings, and present recommendations to the people best positioned to act. This is a hands-on role with AI at its core. You ll use LLMs and AI agents to explore data, classify and summarize customer comments, connect insights across sources, and draft reports. You ll also build repeatable workflows that make analysis faster and more reliable, and apply judgment to quality-check every AI-generated result before it reaches a partner. Responsibilities Produce recurring and ad-hoc customer insight reports for our products that cover each stage of the customer journey, from purchase and delivery through support, warranty, returns, reviews, and social. Identify emerging and fast-growing customer issues, size them, and flag likely root causes to the owning team.Run deep dives on customer or product issues for cross-functional partners, applying strong analytical rigor and understanding of the data.Deliver customer insight readouts during product launches, software releases, and war rooms.Use AI agents and LLM tools as the primary way of working, from writing queries to classifying customer text and drafting narratives.Build and document reusable AI workflows for recurring analysis.Review AI-generated analysis before it's shared, checking numbers, classifications, and claims against source data.Set up and maintain quality checks for AI workflows.Build and maintain dashboards and reusable queries for customer experience metrics across the portfolio.Help uphold data integrity by finding and reporting data quality issues, and working with data owners to get them fixed.Track which insights led to product or process changes, and report that impact back to the CX team. Minimum Qualifications Bachelor's degree in analytics, data science, statistics, business, economics, information systems, or a related field, or equivalent practical experienceMinimum 7 years of experience in data analytics, customer insights, CX analytics, or a similar analytical role.More than 2 years in customer experience or customer insights analytics.Experience writing SQL to query, join, and aggregate large datasets.Experience analyzing customer feedback such as support tickets, product reviews, surveys, or social media.Hands-on experience using LLM tools or AI agents in day-to-day analysis work, such as data extraction, text classification, summarization, query writing, or report drafting.Experience validating analytical output, including checking AI-generated results against source data and correcting errors.Experience turning analysis into written recommendations and presentations for non-technical audiences.Experience handling multiple requests from different stakeholders with competing deadlines. Preferred Qualifications Experience building multi-step AI workflows or agents for analysis, such as prompt chains, agent skills, or retrieval over documents and data.Experience evaluating LLM output quality, for example with labeled test sets, precision and recall measurement, or structured sampling.Experience with semantic models, metric definitions, or knowledge bases that ground AI tools in business data.Experience with Python or R for data analysis.Experience with consumer electronics or hardware products, especially e-commerce, fulfillment, support, warranty, returns, or quality data.Experience analyzing customer feedback for software or apps alongside hardware.Experience with CX and support platforms such as Medallia, Qualtrics, Salesforce Service Cloud, Brandwatch, or Enterpret.Experience supporting product launches or incident response with fast-turnaround reporting.Experience presenting findings to product, engineering, or operations leaders.Familiarity with smart glasses, VR/AR headsets, or gaming hardware. Benefits 401(k).Dental Insurance.Health insurance.Vision insurance.We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.The salary will be determined based on several factors, including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs. Additional Responsibilities Participate in OP monthly team meetings and participate in team-building efforts.Contribute to OP technical discussions, peer reviews, etc.Contribute content and collaborate via the OP-Wiki/Knowledge Base.Provide status reports to OP Account Management as requested. About Us At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields including AI, cyber security, enterprise architecture, and beyond. For nearly two decades, we ve been challenging the status quo of the consulting industry serving up fresh, ingenious thinking through a radically lean structure. Together, this strategy delivers unprecedented performance at an unparalleled pace for faster results that propel your business forward.