Job Description

Job Responsibilities:

• Design, develop, and maintain data models, queries, reports, and visualizations to support customer journey use cases. Analyze diverse customer data sources to identify trends, generate insights, and build predictive models that forecast behavior and optimize support operations.
• Create interactive dashboards and visualizations that clearly communicate insights to stakeholders.
• Collaborate with customer service, operations, product, and engineering teams to integrate data-driven recommendations into business decisions and improve customer experience.
• Define and track KPIs to measure CX initiative effectiveness and stay current with advanced analytics tools and methodologies.
• Master’s degree in Computer Science, Statistics, Mathematics, or related field with 5+ years in data analytics, BI, or data science, preferably within CX or support operations. Proficient in Python, R, SQL, and experienced with ML frameworks (scikit-learn, TensorFlow).
• Skilled in Tableau, Power BI, and delivering clear, actionable insights. Strong project management skills, especially in time-sensitive, stakeholder-heavy environments.
• Preferred: NLP experience, familiarity with Salesforce, data science certifications, agile methods, Git, and experience in high-volume consumer electronics.

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:

• 5+ years of experience in data analytics, Business intelligence, data science, or related fields.

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