Cx Analyst

Description:

What You’ll Do

• Analysis to deliver insights on CX problems in customer support and across the business
• Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas
• Advocate for customers by continuously developing periodic and ad-hoc reports and proactively distributing the insights among appropriate stakeholders
• Build high level business and customer support metrics
• Perform detailed technical analysis using SQL; Writing complex queries
• Be proficient with Python and SQL in order to interpret and suggest required changes
• Be proficient in building dashboards, example Tableau, Power BI, Google Data Studio
• Be well versed in handling large data sets
• Build executive facing reports and dashboards
• Use data to inform decision making
• Build a strong working relationship with data experts in other departments (customer success, product, strategic analytics)

What We’re Looking For

• 4+ years analytical work experience
• 4+ years of experience in a customer facing role
• Technical curiosity with ability to clearly present their insights
• Enjoy solving loosely defined problems and good at evaluating where to spend time to drive the most value
• Strong technical skills with SQL and Python/R
• Past experience working with Salesforce, Snowflake, Tableau and/or other similar tools
• Ability to work in challenging, fast paced environments
• Experience building management facing decks & documentation