As a Data Analytics Engineer at the organization’s Customer Experience (CX) team, you'll be part of a global team that unlocks the power of customer feedback and insights to drive business improvements. Your expertise in data analytics will help us better understand our customers' needs, preferences, and behaviors, enabling us to deliver exceptional customer experiences. You'll also contribute to the development of data governance policies, data quality standards, and data visualization best practices, ensuring that our data assets are accurate, reliable, and actionable.

We’re looking for a Data Analytics Engineer with deep technical skills and functional understanding and background in customer experience insights with the focus on customer support and operations. This role will partner with various functions across the end-to-end customer journey to build and scale data and advanced analytics solutions to enhance customer satisfaction and build brand loyalty, while identifying opportunities to improve data foundations and analytics maturity. By analyzing complex data sets and identifying trends, patterns, and correlations, you'll help shape the future of our products and services.

To be successful in this role, you'll have a passion for data, experience managing multiple projects concurrently, and enjoy a fast-moving organization. You’ll identify ways to tell a compelling story with data and strong design principles. You will thrive within cross-functional teams, excel at building and managing relationships with internal partners and stakeholders, and exhibit excellent organizational and presentation skills.

Role Responsibilities:

• Design, develop, integrate, launch and maintain collections of data models, queries, reports and visualizations that support multiple use cases across customer journeys

• Work with various data sources, including customer interactions, feedback, and behavioral data, to identify trends, patterns, and provide actionable insights.

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

• Create interactive and dynamic data visualizations that communicate complex insights to stakeholders.

• Work closely with customer service and operations, product, and engineering teams to integrate data insights into business decisions and drive customer experience improvements.

• Develop and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.

• Continuously update knowledge of advanced analytics techniques, tools, and methodologies to ensure best practices are applied.

Minimum Qualifications

• Master’s degree in computer science, Statistics, Mathematics, or related field

• 5+ years of experience in data analytics, Business intelligence, data science, or related fields.

• Experience working with operations functions, preferable in the customer experience or customer support operations space.

• Background and knowledge of CX and VoC space.

• Proficiency in programming languages such as Python, R, or SQL

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

• Experience creating interactive dashboards with Tableau, Power BI, and others, with strong communication and presentation skills to deliver actionable insights.

• Experience managing time-sensitive projects through to completion while balancing evolving priorities and a diverse range of stakeholders.

Preferred Qualifications

• Knowledge of natural language processing (NLP) techniques

• Familiarity with customer support software (e.g., Salesforce)

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

• Familiarity with agile development methodologies and version control systems such as Git.

• Experience working in the high-volume consumer electronics industry.