Job Description

Job Responsibilities:

• Design, develop, integrate, launch and maintain collections of data models, queries, reports and visualizations that support multiple use cases across customer journeys
• Work with various data sources, including customer interactions, feedback, and behavioral data, to identify trends, patterns, and provide actionable insights.
• Build and deploy predictive models to forecast customer behavior, identify potential issues, and optimize support processes.
• Create interactive and dynamic data visualizations that communicate complex insights to stakeholders.
• Work closely with customer service and operations, product, and engineering teams to integrate data insights into business decisions and drive customer experience improvements.
• Develop and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
• Continuously update knowledge of advanced analytics techniques, tools, and methodologies to ensure best practices are applied.

Skills:

• 5+ years of experience in data analytics, Business intelligence, data science, or related fields.
• Experience working with operations functions, preferable in the customer experience or customer support operations space.
• Proficiency in programming languages such as Python, R, or SQL
• Familiarity with customer support software (e.g., Salesforce)
• Knowledge of natural language processing (NLP) techniques
• Certification in data science or related field (e.g., Certified Data Scientist)

Education/Experience:

• Background and knowledge of CX and VoC space.
• Experience with machine learning concepts and experience working with machine learning libraries and frameworks (e.g., scikit-learn, TensorFlow)
• Experience creating interactive dashboards with Tableau, Power BI, and others, with strong communication and presentation skills to deliver actionable insights.
• Experience managing time-sensitive projects through to completion while balancing evolving priorities and a diverse range of stakeholders

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