Data Analytics & Engineering - Data Analyst IV

Job#: 3040077

Job Description:
Data Analytics & Engineering - Data Analyst IV

Location: Remote, California

Compensation: $70- $80 hourly

Role Overview

As a Customer Experience Analyst, you will join a global team that leverages customer feedback to drive service improvements and business growth. You will analyze support surveys and operational data to identify improvement areas and partner with cross-functional teams to implement enhancement strategies. By applying expertise in data analysis and storytelling, you will help define the future of our customer support program.

Key Responsibilities

• Identify trends, opportunities, and pain points across customer support channels using various data sources.
• Monitor customer feedback to identify emerging trends and issues and perform root cause analysis.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting.
• Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans.
• Utilize various systems and tools to analyze and deliver insights.

Required Qualifications

• 6+ years of experience in data analytics, data science, or related analytical roles.
• 6+ years of work experience in analytics, data querying languages such as SQL, and statistical analysis methods.
• Experience with data-led storytelling and conveying complex insights to non-technical stakeholders.
• Experience working with Customer Experience or Voice of Customer metrics, surveys, and customer feedback.
• Experience working with customer support operational metrics.
• Experience with statistical analysis techniques and utilizing R, Python, or similar scripting languages/tools.

Preferred Qualifications

• Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field.
• 3+ years of experience in customer experience, customer support, customer care, or other service-related analytics roles.
• Proficiency in AI-powered tools, including working knowledge of Generative AI technologies.
• Experience working with Salesforce.
• Knowledge of predictive analytics or ML/AI techniques.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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