Description

You will own the analysis and visualization of customer experience data.

This role is remote.

Responsibilities

• Design and maintain data models, queries, and visualizations for customer experience use cases.
• Identify trends and actionable insights from diverse data sources, including customer interactions and behavioral data.
• Build and deploy predictive models to forecast customer behavior and optimize support processes.
• Create interactive data visualizations that clearly present complex information to stakeholders.
• Develop and track KPIs to measure the outcomes of customer experience programs.

Required Skills

• 5+ years of experience in data analytics, business intelligence, or data science.
• Proficiency in Python, R, and SQL.
• Hands-on experience building dashboards using Tableau or Power BI.
• Experience with machine learning concepts and libraries like sci-kit-learn or TensorFlow.
• Background in CX analytics and Voice of Customer (VoC) methodologies.
• Experience working with operations teams, preferably in customer experience.
• Proven ability to manage multiple time-sensitive projects in dynamic environments.

Preferred Skills

• Knowledge of Natural Language Processing (NLP) techniques.
• Familiarity with customer support tools like Salesforce.

Key Skills

Education

Bachelor's or Master's degrees