Description

Analyze large-scale customer support interactions and feedback data to extract actionable insights and drive customer experience improvements.

This role is remote.

Responsibilities

• Analyze customer feedback from surveys, digital analytics, and operational data to identify trends and pain points.
• Apply advanced statistical modeling, machine learning, and NLP to support tickets, chat logs, and call transcripts.
• Develop and maintain dashboards and reporting structures to track CX metrics and KPIs.
• Integrate customer feedback with transactional and behavioral data to map customer experience drivers.
• Collaborate with cross-functional teams to identify root causes of issues and influence corrective actions.

Required Skills

• 6+ years of experience in data analytics, data science, or related fields.
• Strong programming skills in Python, R, and SQL.
• Proficiency in data visualization tools such as Tableau or Power BI.
• Experience with customer experience metrics (NPS, CSAT) and Voice of Customer data.
• Ability to craft compelling stories using complex data sources for technical and non-technical audiences.
• Degree in Analytics, Statistics, Mathematics, Computer Science, Engineering, or a related field.

Preferred Skills

• Master's or Ph.D. in a quantitative field.
• Experience with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.
• Familiarity with consumer electronics or retail business contexts.

Key Skills

Education

Master's degree