Customer Experience Analyst

SGS_JOB_2430

Engineering
Remote
SQL
CX
NPS
CSAT
Survey Analytics
Python
Pandas

Contract - 12 Months

• Work with large and complex datasets to solve challenging problems using various analytical and statistical approaches. • Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, behavioral, and operational data) across end-to-end customer journeys to identify trends, pain points, and areas for improvement. • Apply advanced statistical modeling, machine learning, and natural language processing (NLP) to analyze large-scale customer support interactions (e.g., chat logs, call transcripts, support tickets) and extract actionable insights. • Use clustering and segmentation techniques to identify common customer issues and recommend targeted solutions or self-service resources. • Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs. • Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of customer experience drivers. • Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders. • Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness. • Communicate complex technical concepts to non-technical stakeholders.

Job Responsibilities:

  • Advance analytics is a function on this team - will be supporting CWAM with prediction models. Customers contacting support teams.

Skills:

  • Strong skills in Python Pandas and data structures.
  • Experience with data modeling (regression, NLP). 
  • Comfortable with temporary tables in SQL.
  • Customer Experience/Customer Support Preferred - Marketing would be OK.  

Education/Experience:

  • Degree in Analytics, Statistics, Mathematics, Computer/Data Science, Engineering, or a related field.
  • 6+ years of experience in data analytics, data science, or related fields.
  • 3+ years of experience in customer experience, customer support, or customer insights analytics.
  • Proficiency in crafting compelling stories using complex data sources to provide actionable insights tailored to stakeholders’ needs.
  • Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences.
  • Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.
  • Strong programming skills in Python, R, and SQL.
  • Proficiency in data visualization tools (e.g., Tableau, Power BI).
  • Proficiency in utilizing statistical analytics techniques.
  • Demonstrated ability to work collaboratively with cross-functional teams.
  • Master's or Ph.D. Degree in a quantitative field.
  • Familiarity with consumer electronics or retail business.
  • Proficiency in conducting predictive analytics or running ML/AL techniques.
  • Experience with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.  

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