Overview
On Site
Up to $80,000
Full Time
Skills
SQL
Python (Pandas)
R
Tableau
Power BI
Excel
Data Analysis
Data Visualization
Customer Experience (CX)
NPS
CSAT
Customer Support Analytics
Business Intelligence
Statistical Analysis
Data Integration
Dashboarding
Job Details
Essential Functions/Core Responsibilities
- Build trusted client relationships through proactive client engagement and exceptional project delivery
- Understand clients customers and the ideas and perceptions that drive their engagement
- Evaluate customer journeys, identifying pain points and providing recommendations for frictionless interactions
- Manage and mine source data using demonstrated mastery of SQL to identify and access data
- Integrate a variety of disparate data sources while ensuring data accuracy and integrity
- Provide actionable insights through data analysis using tools such as R and Python (Pandas Library)
- Collaborate with cross-functional teams to identify root causes of customer issues, develop glide paths, and measure effectiveness
- Report to customer support leadership on overall program performance and provide recommendations for program improvements
- Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing insights
- Use tools such as Tableau, Excel, or PBI to design and build insight-driven reports and dashboards that provide real-time access to customer insights
- Communicate complex ideas simply, adapting communication to audiences with different levels of topic knowledge and understanding
- Bring insights and recommendations to the forefront of stakeholders and executives minds through engaging presentations
- Provide innovative solutions to improve operational efficiency and customer experience using knowledge automation and AI technology
Required Qualifications
- Bachelor s degree from a four-year college or university in a related field
- 6+ years of experience in data analytics, data science, or related analytical roles
- 3+ years of experience in customer support, customer care, or other service-related analytics roles working with customer support operational metrics
- 3+ years of experience analyzing CX metrics such as NPS and CSAT and providing thought leadership on CX best practices
- Demonstrated experience working with large datasets and statistical analysis methods, proficiency
- in using SQL
- Proficiency with data visualization tools such as Tableau or Power BI
- Experience using R, Python, or similar scripting languages/tools
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.