Data Analyst V - CX or VoC

Job Title: Data Analyst V - CX or VoC

Location: Remote

Duration: Contract - 12 months

Pay Range: $58/hr - $65/hr on W2

Job ID: 374024

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.

About the Team

The Reality Labs Customer Experience (CX) team at client focuses on improving customer experiences across the entire journey. As a Customer Experience Analyst, you will join a global practice that learns from customers and applies insights to drive business improvements and customer-centric decisions. You will analyze feedback, identify opportunities, and partner with cross-functional teams to implement strategies that raise satisfaction and loyalty.

Job Description

We are seeking a Customer Experience Data Scientist / Analyst V to join our dynamic team. The ideal candidate will have strong experience in CX/VoC analytics, statistical modeling, machine learning, NLP, and data visualization and a proven ability to design and defend methodologies, train and validate models, and translate insights into measurable customer experience outcomes.

Responsibilities:

• Work with large, complex datasets using analytical and statistical approaches to solve CX problems.


• Synthesize and analyze customer feedback from surveys, digital analytics, behavioral, and operational data across journeys to identify trends and pain points.


• Apply statistical modeling, machine learning, and NLP to large-scale support interactions such as chat logs, call transcripts, and tickets to extract insights.


• Use clustering and segmentation to identify common issues and recommend targeted solutions or self-service resources.


• Develop and maintain dashboards and reporting to track CX metrics and KPIs.


• Integrate feedback with transactional, operational, and behavioral data to map CX drivers.


• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting and stakeholder engagement.


• Collaborate with cross-functional partners to identify root causes, design remediation, and measure impact.


• Communicate technical concepts and trade-offs to non-technical audiences.

Required Skills & Qualifications:

• Degree in Analytics, Statistics, Mathematics, Computer/Data Science, Engineering, or related field.


• 6+ years in data analytics, data science, or related fields, including 3+ years in CX, customer support, or customer insights analytics.


• Demonstrated ownership of methodology selection, model training or fine-tuning on customer-facing data, and clarity on validation metrics.


• Proficiency in Python, R, and SQL, with experience in statistical analytics techniques.


• Experience building reports, visualizations, and dashboards; proficiency with Tableau or Power BI.


• Experience with CX or VoC metrics such as NPS and CSAT, survey design or analysis, and feedback integration.


• Ability to craft data-driven narratives tailored to stakeholder needs and influence decisions.


• Proven collaboration with cross-functional teams.

Preferred Skills:

• Master's or Ph.D. in a quantitative field.


• Familiarity with consumer electronics or retail business.


• Experience with predictive analytics and ML/AI techniques; libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.

Comments for Suppliers

Prioritize candidates who have personally trained or fine-tuned models on customer-facing data, can name the validation metric, and led the methodology choice. Emphasize verbs such as "trained" and "fine-tuned." Do not resubmit pre-qualified candidates. Capped at 30 submissions. Refresh from 70372-1.

Fair Chance Notice

Pursuant to applicable Fair Chance laws and ordinances, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may relate to material job duties, including adherence to policies, sound judgment, stress management, safe and respectful work, trustworthiness, client standards, and protection of operations and reputation.

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!

If this sounds like the right opportunity for you, please apply with your most recent resume.

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