CX Data Analyst

Job Title: CX Data Analyst

Location: Remote (PST hours)

Duration: 12 months

We are seeking a Data Analytics Engineer to join our Customer Experience (CX) team. In this role, you’ll help unlock the power of customer feedback and insights to drive business improvements. Your expertise in data analytics will enable us to better understand customer needs, preferences, and behaviors, ultimately enhancing satisfaction and strengthening brand loyalty.

You will partner with cross-functional teams across the customer journey to design and scale analytics solutions, while also improving data foundations, governance, and visualization best practices. By analyzing complex datasets and uncovering trends, patterns, and correlations, your work will directly influence the future of our products and services.

Key Responsibilities

Design, develop, and maintain data models, queries, reports, and visualizations that support customer journey analytics.

Analyze customer interactions, feedback, and behavioral data to provide actionable insights.

Build and deploy predictive models to forecast customer behavior, identify potential issues, and optimize support operations.

Create interactive dashboards and data visualizations to communicate insights to stakeholders.

Collaborate with customer service, operations, product, and engineering teams to integrate analytics into decision-making.

Define and track KPIs to measure the effectiveness of customer experience initiatives.

Stay up to date with best practices in advanced analytics, machine learning, and visualization tools.

Minimum Qualifications

Master’s degree in Computer Science, Statistics, Mathematics, or related field.

5+ years of experience in data analytics, business intelligence, or data science.

Experience working with operations functions, ideally in customer experience or customer support.

Strong knowledge of customer experience (CX) and voice of customer (VoC) domains.

Proficiency in SQL and at least one programming language such as Python or R.

Experience with machine learning concepts and frameworks (e.g., scikit-learn, TensorFlow).

Hands-on experience with BI/visualization tools (e.g., Tableau, Power BI).

Strong communication, presentation, and stakeholder management skills.

Preferred Qualifications

Knowledge of natural language processing (NLP) techniques.

Familiarity with customer support platforms (e.g., Salesforce).

Relevant certifications (e.g., Certified Data Scientist).

Experience with Agile methodologies and version control systems such as Git.

Background in high-volume consumer technology or electronics industries.