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Job Title: Data Analyst IV (AI/CX)
Location: Remote
Duration: Contract - 12 months
Pay Range: $65/hr $68/hr (W2)
Job ID: 374695
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a Customer Experience and Support Analyst to join our dynamic team. The ideal candidate will have strong experience in data analytics, customer feedback analysis, SQL, and statistical methods and a proven ability to translate insights into actions that improve customer support outcomes and business performance.
Responsibilities:
- Identify trends, opportunities, and pain points across customer support channels using operational data, case transcripts, surveys, and related sources.
- Monitor customer feedback to detect emerging issues and conduct root cause analysis.
- Integrate feedback with transactional, operational, and behavioral data to establish drivers of experience.
- Advocate for customers through periodic and ad-hoc reporting and promote insights with stakeholders to influence corrective actions.
- Collaborate with cross-functional teams to identify root causes within support functions, define remediation plans, and measure effectiveness.
- Utilize AI analytics tools, Salesforce, and Hive to analyze data and deliver insights.
Required Skills & Qualifications:
- 6+ years in data analytics, data science, or related analytical roles.
- 6+ years using SQL and statistical analysis methods.
- Proficiency in data-led storytelling and presenting complex insights to non-technical stakeholders.
- Experience with Customer Experience or Voice of Customer metrics such as NPS and CSAT, including surveys and feedback analysis.
- Experience with customer support operational metrics.
- Experience with statistical techniques and scripting in R, Python, or similar tools.
Preferred Skills:
- Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field.
- 3+ years in customer experience, customer support, customer care, or service analytics roles.
- Proficiency with AI-powered tools and Generative AI technologies, including designing, prompting, and orchestrating AI systems to automate analysis and synthesize insights.
- Experience working with Salesforce.
- Knowledge of predictive analytics or ML/AI techniques.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits.
- Opportunities for growth with global clients.
- A supportive, inclusive culture that values innovation and people.
- Exposure to cutting-edge technologies and projects.
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
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