Data Analyst V - CX or VoC

Job Title: Data Analyst V - CX or VoC

Location: Remote

Duration: Contract - 12 months

Pay Range: $68 - $71/hr W2 all inclusive

Job ID: 373498

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 Analyst to join our dynamic team within Customer Experience. The ideal candidate will have strong experience in customer experience and voice of customer analytics, statistical modeling, data engineering, and data visualization and a proven ability to translate insights from large-scale customer feedback into actions that improve customer satisfaction, loyalty, and operational effectiveness.

Responsibilities:

• Work with large, complex datasets and apply analytical and statistical approaches to solve business problems.


• Synthesize and analyze customer feedback from surveys, digital analytics, behavioral, and operational data across end-to-end journeys to identify trends and pain points.


• Apply advanced statistical modeling, machine learning, and NLP to customer support interactions to extract actionable insights.


• Use clustering and segmentation to identify common customer issues and recommend targeted solutions or self-service resources.


• Develop and maintain reporting and dashboards to track CX metrics and KPIs.


• Integrate feedback with transactional, operational, and behavioral data to reveal experience drivers.


• Advocate for customers through periodic and ad-hoc reporting and evangelize insights with stakeholders to influence corrective actions.


• Collaborate with cross-functional partners to identify root causes, implement remediation plans, and measure effectiveness.


• Communicate technical concepts and findings to non-technical audiences.

Required Skills & Qualifications:

• 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 in customer experience, customer support, or customer insights analytics.


• Proficiency in storytelling with complex data to deliver actionable insights for stakeholders.


• Experience building reports, visualizations, and dashboards and presenting to technical and non-technical audiences.


• Hands-on experience with CX or VoC metrics such as NPS and CSAT, surveys, and customer feedback programs.


• Strong programming skills in Python, R, and SQL.


• Proficiency with data visualization tools such as Tableau or Power BI.


• Applied knowledge of statistical analytics techniques.


• Demonstrated collaboration with cross-functional teams.

Preferred Skills:

• Master's or Ph.D. in a quantitative field.


• Familiarity with consumer electronics or retail business.


• Experience with predictive analytics and ML/AI techniques.


• Hands-on experience with libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.

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.

Additional Information

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some material job duties of this position, including adherence to policies, sound judgment, effective stress management, safe and respectful work with others, trustworthiness, meeting client expectations and standards, and safeguarding business operations and company reputation.

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!

If this sounds like the right opportunity for you, please apply with your most recent resume.

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