Sr. Data Analyst

Must Have 3 below skills

1. Strong skills in Python Pandas and data structures.
2. Experience with data modeling (regression, NLP).
3. Comfortable with temporary tables in SQL.

As a Customer Experience
Analyst, you will be part of a global practice focused on understanding and learning
from our customers. You will leverage customer insights to drive business
improvements and promote customer-centric decision-making throughout the
organization. You will play a pivotal role in boosting customer satisfaction and loyalty by
analyzing feedback, identifying areas for improvement, and collaborating with
cross-functional teams to develop and implement strategies that enhance the overall
customer experience. By combining your strong background in CX/VoC, expertise in
data analysis and storytelling, and passion for customer centricity, you will help shape
the future of our customer experience program and contribute to the growth and
success of our organization.

Responsibilities
Work with large and complex datasets to solve challenging problems using
various analytical and statistical approaches.
Synthesize and analyze customer feedback from multiple sources (e.g., surveys,
digital analytics, behavioral, and operational data) across end-to-end customer
journeys to identify trends, pain points, and areas for improvement.
Apply advanced statistical modeling, machine learning, and natural language
processing (NLP) to analyze large-scale customer support interactions (e.g.,
chat logs, call transcripts, support tickets) and extract actionable insights.
Use clustering and segmentation techniques to identify common customer
issues and recommend targeted solutions or self-service resources.
Develop and maintain robust reporting and dashboards to track customer
experience metrics and KPIs.
Integrate customer feedback data with other transactional, operational, and
behavioral data sources to create a comprehensive picture of customer
experience drivers.
Advocate for customers and influence corrective actions through periodic and
ad-hoc reporting, proactively evangelizing insights among key stakeholders.
Collaborate with cross-functional teams to identify root causes of customer
issues and develop action plans to remediate and measure effectiveness.
Communicate complex technical concepts to non-technical stakeholders.

Required Qualification

Degree in Analytics, Statistics, Mathematics, Computer/Data Science,
Engineering, or a related field.
6+ years of experience in data analytics, data science, or related fields.
3+ years of experience in customer experience, customer support, or customer
insights analytics.
Proficiency in crafting compelling stories using complex data sources to
provide actionable insights tailored to stakeholders needs.
Experience creating reports, visualizations, and dashboards and
communicating results and analyses to technical and non-technical audiences.
Experience working with Customer Experience or Voice of Customer metrics
(NPS, CSAT, etc.), surveys, and customer feedback.
Strong programming skills in Python, R, and SQL.
Proficiency in data visualization tools (e.g., Tableau, Power BI).
Proficiency in utilizing statistical analytics techniques.
Demonstrated ability to work collaboratively with cross-functional teams.
Preferred Qualifications
Master's or Ph.D. Degree in a quantitative field.
Familiarity with consumer electronics or retail business.
Proficiency in conducting predictive analytics or running ML/AL techniques.
Experience with machine le