ANALYTICS CONSULTANT(CX Analytics/Journey/Cohort/SQL/BigQuery/AI/ROI)- REMOTE

ANALYTICS CONSULTANT(CX Analytics/Journey/Cohort/SQL/BigQuery/AI/ROI)- REMOTE role

6-12 MONTH INITIAL CONTRACT

2 INTERVIEWS

 

KEY RESPONSIBILITIES:

Responsible for data mining, exploratory analysis, strategic analytics, customer experience economics analysis, hypothesis development, journey and cohort analysis, experimentation support, insight generation, AI-enabled analytical support, and impact measurement related to end-to-end customer experience.

·       Workstream will emphasize advanced analytics capabilities over traditional data science and will leverage approved enterprise tools and platforms, including Google BigQuery and approved AI-enabled analytical tools such as Claude and Gemini, subject to policies and governance.

·       Perform data mining, exploratory analysis, and strategic analytics across customer experience, finance, and journey-related data sets.

·       Identify opportunities across systems, policies, procedures, and service interactions that affect customer experience outcomes.

·       Develop with a customer experience economics model that evaluates experience improvements to cost levers, revenue levers, and return on investment.

·       Support the creation of Moment of Truth scorecards and related transformation metrics, including the development of L2 through L4 measures tied to customer experience initiatives.

·       Analyze the first 90 days of the customer lifecycle to quantify key performance factors such as churn risk, contact rate, friction points, help-seeking behaviors, and resolution patterns.

·       Evaluate customer journey data to identify where customers experience friction, how issues are categorized, where they seek help, and which root causes most affect trajectory.

·       Assess call routing strategy, including where customers are routed, the effectiveness of current routing patterns, and opportunities for improvement.

·       Analyze priority customer and product segments, including combined product journeys such as wireless plus home, to identify meaningful differences in experience and performance.

·       Support experimentation and A/B testing analysis to evaluate the impact of program changes and identify improvements for future customer cohorts.

·       Develop analytic outputs that help track performance over time, identify detractors, prioritize intervention opportunities, and define the next customer experiences or journeys to analyze.

·       Estimate the expected and measured impact of end-to-end customer experience program changes for use in prioritization and roadmap development.

NOTES:

·       Establish a fact-based understanding of end-to-end customer experience performance using advanced analytics and near real-time data analysis.

·       Mine and analyze customer experience, finance, and journey data to identify actionable opportunities for improvement.

·       Quantify the expected and measured impacts of customer experience program changes.

·       Define a Customer Experience Economics view that connects experience improvements to revenue, cost, and ROI levers.

·       Develop Moment of Truth scorecards and supporting L2 to L4 metrics for transformation initiatives.

·       Analyze the first 90 days of the customer lifecycle to identify churn risk, contact drivers, friction points, and opportunities to improve customer trajectory.

·       Identify detractors, root causes, and call routing improvement opportunities across priority customer journeys and product segments.

·       Support experimentation and analytics-driven recommendations for improving future customer cohorts.

 

REQUIRED:

·       Advanced analytics and strategic insight generation

·       Data mining and exploratory analysis

·       Customer experience analytics

·       Journey analytics and cohort analysis

·       Contact center or call routing analytics

·       Finance data analysis and ROI modeling

·       Google BigQuery and enterprise data environments

·       Experimentation and A/B testing analysis

·       Use of approved AI-enabled analytical tools in enterprise environments