Customer Experience Analyst

About the Role: 

As a Customer Experience Analyst, you will be focused on becoming the insights partner for Customer Support leadership, through leveraging all our internal data sets. We’re looking for people with the curiosity to find opportunity and provide direction from the data available to us. You will be working with customer support, product and customer data and be expected to find clarity out of the noise. In this role you will work with leaders across the company and will be expected to:

Strategize - Work on understanding and optimizing how customer support operates.

Analyze – Build models and metrics to evaluate the products and business.

Experiment – Use data-driven decision-making to run tests and ask questions as to how we could get more information to drive our business.

Mentor – Train junior analysts on data extraction, cleaning, analysis and visualization.

What You’ll Do: 

• Analysis to deliver insights on CX problems in customer support and across the business
• Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas
• Advocate for customers by continuously developing periodic and ad-hoc reports and proactively distributing the insights among appropriate stakeholders 
• Build high level business and customer support metrics
• Perform detailed technical analysis using SQL; Writing complex queries
• Be proficient with Python and SQL in order to interpret and suggest required changes
• Be proficient in building dashboards, example Tableau, Power BI, Google Data Studio
• Be well versed in handling large data sets
• Build executive facing reports and dashboards
• Use data to inform decision making
• Build a strong working relationship with data experts in other departments (customer success, product, strategic analytics)

What We’re Looking For: 

• 4+ years analytical work experience
• 4+ years of experience in a customer facing role
• Technical curiosity with ability to clearly present their insights
• Enjoy solving loosely defined problems and good at evaluating where to spend time to drive the most value
• Strong technical skills with SQL and Python/R
• Past experience working with Salesforce, Snowflake, Tableau and/or other similar tools
• Ability to work in challenging, fast paced environments
• Experience building management facing decks & documentation