Customer Service Analytics & Insights Analyst

Netflix is hiring a Customer Service Analytics & Insights Analyst to interpret customer service demand forecasts, provide demand outlooks for staffing decisions, and explain forecast variances. The role also analyzes customer contacts and experience data to identify demand shifts and friction points, and shares findings and recommendations with Customer Service leadership and cross-functional partners.

Responsibilities:

• Interpret the CS demand forecast: review model output, identify where human judgment or overrides are warranted, and document the rationale
• Build overlays and scenarios for known upcoming events (product launches, pricing and policy changes, live events, outages, marketing activity, market-specific anomalies) and quantify likely demand ranges
• Perform forecast variance and root-cause analysis to understand not only how far the forecast missed but why, and identify systematic bias by market, channel, contact driver, horizon or event type
• Share learnings with the teams that maintain the forecasting tools, and translate operational context into clear requirements for improvement
• Maintain the forecasting calendar, assumptions, event inputs and forecast-accuracy measures
• Provide the final demand outlook to Workforce Management and Capacity Planning partners, including assumptions about GenAI deflection and contact mix
• Identify repeatable preparation, validation and QA work that can be automated
• Conduct CS contact-driver and customer-experience analysis to explain demand shifts, emerging friction points and the effect of product, pricing and policy changes on CS contacts
• Support launch tracking and post-launch evaluation, and deliver recurring insights through templates and reports
• Work with CS vendor partners to execute routine research tasks, provide clear instructions, and review outputs for quality
• Contribute quantitative analysis, and over time qualitative and mixed-methods work, to research projects scoped with the CS Analytics & Insights Lead
• Use GenAI and conversation-intelligence tools to analyze contacts at scale and surface emerging issues
• Package findings into clear stories and recommendations for CS leadership and cross-functional partners
• Partner with Data Analysts on data requirements, datasets and dashboards that support forecasting and insights work
• Support Streaming, Player Support and Games Moderation business units
• Share coverage and best practices with fellow analysts on the team
• Use GenAI tools as a standard part of how work is done, and continually look for ways to redesign forecasting and insights workflows around them

Requirements:

• Bachelor's degree in Math, Statistics, Economics, Finance, Engineering, Data Science or a related quantitative field, or equivalent experience
• 4+ years in analytics, customer insights, research, forecasting, workforce management or contact-center analytics, with a record of turning data into recommendations
• Proficiency in SQL and spreadsheet modeling, and the ability to interrogate a model or dataset rather than accept its output at face value
• Working understanding of forecasting concepts such as seasonality, event impacts, workload and forecast accuracy, or the ability to learn them quickly
• Experience analyzing customer or CS contact data to identify drivers, trends and root causes
• Strong written and verbal communication, including explaining forecast changes and research findings to non-technical and senior audiences
• Demonstrated experience applying GenAI tools in analytical work
• Direct experience owning or interpreting a contact-center demand forecast (interval, daily or weekly), including AHT and workload
• Experience with modern forecasting tools, or Python/R beyond spreadsheet-based forecasting
• Background combining forecasting with customer insights or research, with a strong foundation in statistics
• Experience with qualitative or mixed-methods research, or with GenAI/NLP analysis of unstructured customer data
• Experience in outsourced or multi-vendor contact-center environments