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

Job Tags

Remote job,

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