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Job Title: Data Analyst IV (Customer Experience and Support Analyst)
Location: Remote (PST or CST Preferred)
Duration: Contract - 12 months
Pay Range: $59/hr $67/hr (W2)
Job ID: 406693
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.
Job Description
We are seeking a Customer Experience and Support Analyst to join our dynamic team. The ideal candidate will have strong experience in data analytics, customer feedback analysis, and support operations and a proven ability to translate insights into actions that improve customer experience and business outcomes.
Responsibilities:
- Identify trends, opportunities, and pain points across customer support channels using operational data, case transcripts, surveys, and related sources.
- Monitor customer feedback to detect emerging issues and conduct root cause analysis.
- Integrate customer feedback with transactional, operational, and behavioral data to map experience drivers.
- Advocate for customers through periodic and ad-hoc reporting, evangelizing insights with key stakeholders to influence corrective actions.
- Collaborate with cross-functional teams to identify root causes in support functions, develop remediation plans, and measure effectiveness.
- Utilize AI analytics tools, Salesforce, and Hive to analyze data and deliver actionable insights.
Required Skills & Qualifications:
- 6+ years of experience in data analytics, data science, or related analytical roles.
- 6+ years of experience with SQL and statistical analysis methods.
- Proficiency in data-led storytelling and presenting complex insights to non-technical stakeholders.
- Experience with Customer Experience or Voice of Customer metrics such as NPS and CSAT, surveys, and feedback analysis.
- Experience with customer support operational metrics.
- Experience with statistical analysis using R, Python, or similar tools.
Preferred Skills:
- 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 service analytics roles.
- Proficiency with Generative AI tools and techniques, including LLMs and AI agents, with experience in prompt design and orchestration to automate analysis, synthesize insights, and execute multi-step analytical tasks.
- Experience working with Salesforce.
- Knowledge of predictive analytics or ML/AI techniques.
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!
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