Sr. Data Analyst Customer Experience Analytics

Mountain View, CA, US • Posted 10 hours ago • Updated 9 hours ago
Contract Independent
Contract W2
12 Months
On-site
$70 - $80/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • data analytics
  • data science
  • SQL
  • data querying
  • statistical analysis
  • Python
  • R
  • CSAT
  • NPS
  • prompt engineering
  • AI agents
  • AI-driven analytics solutions

Summary

<>Sr. Data Analyst Customer Experience Analytics

We are seeking an experienced Data Analyst to drive customer experience improvements through data-driven insights. This role will analyze customer feedback, support operations, and survey data to identify trends, uncover root causes, and influence strategic decisions that enhance customer satisfaction.

Key Responsibilities
  • Analyze customer support data, surveys, case transcripts, and operational metrics to identify trends, pain points, and improvement opportunities.
  • Conduct root cause analysis and deliver actionable recommendations to stakeholders.
  • Integrate customer feedback with transactional, operational, and behavioral data to uncover experience drivers.
  • Develop reports, dashboards, and presentations that communicate complex insights to both technical and non-technical audiences.
  • Partner with cross-functional teams to implement improvements and measure outcomes.
  • Utilize analytics tools, AI-powered solutions, Salesforce, and other platforms to generate insights and optimize customer experiences.
Required Qualifications
  • 10+ years of experience in data analytics, data science, or related analytical roles.
  • 6+ years of experience with SQL, data querying, and statistical analysis.
  • Experience with customer experience/Voice of Customer metrics (CSAT, NPS, customer feedback, surveys).
  • Experience analyzing customer support operational metrics.
  • Strong data storytelling and stakeholder communication skills.
  • Experience with Python, R, or similar analytical tools.
  • Interest in leveraging AI tools and technologies within analytics workflows.
  • Master's degree in Data Science, Statistics, Computer Science, Mathematics, or related field.
  • Experience with Salesforce.
  • Knowledge of predictive analytics, machine learning, or Generative AI technologies.
  • Experience with prompt engineering, AI agents, or AI-driven analytics solutions.
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.
  • Dice Id: 10439527
  • Position Id: 9005632
  • Posted 10 hours ago
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