Job Description

Job Responsibilities:

• Work with large and complex datasets to solve challenging problems using various analytical and statistical approaches.
• Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, behavioral, and operational data) across end-to-end customer journeys to identify trends, pain points, and areas for improvement.
• Apply advanced statistical modeling, machine learning, and natural language processing (NLP) to analyze large-scale customer support interactions (e.g., chat logs, call transcripts, support tickets) and extract actionable insights.
• Use clustering and segmentation techniques to identify common customer issues and recommend targeted solutions or self-service resources.
• Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of customer experience drivers.
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness. Communicate complex technical concepts to non-technical stakeholders.

Skills:

• Very technical with marketing background.
• Customer segmentation for marketing.
• Customer support.
• Comfortable with temporary tables in SQL.
• Strong skills in Python Pandas and data structures.
• Experience with data modeling (regression, NLP).
• Experience with MAANG.
• Machine learning.
• Will they have the ability to know if things go wrong using AI.
• Use AI to accelerate the speed but know what is being produced.
• Customer Experience/Customer Support Preferred.

Education/Experience:

• Master's or Ph.D. Degree in a quantitative field.
• 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 of experience in customer experience, customer support, or customer insights analytics.

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