Analyze Customer Experience Data: Conduct deep-dive analysis of customer experience data to identify trends, opportunities for improvement, and potential challenges.
Develop Performance Tools: Build and maintain comprehensive performance management tools, scorecards, and dashboards that provide clear visibility into key customer experience metrics and operational efficiency.
Drive Operational Efficiency: Design and implement tools and methodologies to measure and enhance operational efficiency within the customer experience teams.
Collaborate with Stakeholders: Partner closely with operations leaders and other business stakeholders to understand their data needs, gather requirements, and deliver tailored data solutions.
Deliver Insights: Translate complex data into clear, concise, and actionable insights for various audiences, including senior leadership.
Automate and Optimize: Identify opportunities to automate data processes and optimize reporting to improve efficiency and reduce manual effort.

3-5 years of experience as a Data Analyst, specifically with a focus on contact center or customer experience operations.
Extensive experience with SQL and data warehousing concepts. Proficiency with tools like Databricks, Looker (SQL Runner), or similar SQL environments is essential.
Proven experience building dashboards and reports using Business Intelligence (BI) tools such as Tableau, Looker Studio, or similar platforms.
Advanced proficiency with spreadsheet tools like Google Sheets or Microsoft Excel, including complex formulas, pivot tables, and data visualization.
Strong understanding of customer experience metrics, KPIs, and operational processes.
Experience partnering with Data Engineering to design and implement new data pipelines.
Excellent analytical, problem-solving, and critical thinking skills.
Exceptional communication and interpersonal skills with the ability to collaborate effectively with both technical and non-technical stakeholders.
Ability to work independently and manage multiple priorities in a fast-paced environment.

Comprehensive health, life, and disability insurance
Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
401k plans with up to 6% company match
$2000 Paid-Paid Vacation bonus
EAP through Headspace

Senior Data Analyst

Key skills