Data Analyst III

What are we looking for in our Data Analyst III?

Title: Customer Experience Analyst (Data Analyst III)

Duration: 12 Months contract

Location: 100% Remote

Pay range: $75-80/hr on W2 (DOE)

Customer Experience Analyst Responsibilities

• Identify opportunities areas and customer experience gaps across support channels using various systems and data sources (customer tickets, customer feedback, etc.)
• Work with customer support program managers and leaders to report on overall program performance and provide recommendations for program improvements
• Monitor customer feedback to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of 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 within support functions and develop action plans to remediate and measure effectiveness.
• Translate the customer support and VOC data and metrics into actionable insights that influence customer experience improvements and help increase the operation’s efficiency
• Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to gather and analyze various sources of data to deliver insights
• Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
• Design and build insight-driven reports and dashboards that provide real-time and easy access to customer insights
• Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations.

Minimum Qualifications

• 6+ years of experience in data analytics, data science, or related analytical roles.
• 3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles.
• Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders.
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Experience working with customer support operational metrics
• Demonstrated experience working with large datasets and statistical analysis methods,
• proficiency in using SQL.
• Proficiency in data visualization tools (e.g., Tableau, Power BI)
• Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools.
• Demonstrated ability to work collaboratively with cross-functional teams.

Preferred Qualifications

Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related

field

Experience with machine learning concepts and experience working with machine learning

libraries and frameworks (e.g. scikit-learn, TensorFlow)

Knowledge of natural language processing (NLP) techniques

Experience working with Salesforce

Experience working with customer experience platforms (e.g., Medallia, Qualtrics)

Familiarity with consumer electronics or retail business

Experience with predictive analytics and ML/AL techniques

Certification in data science or related field (e.g., Certified Data Scientist)

Minimum Years of Experience 6+

Benefits Info:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Rate/Salary: 75