Analyst, Customer Experience & Insights

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 1–3 years of experience working with data, reporting, analytics, databases, or related functions.
• Strong proficiency in Excel, Snowflake, and Sigma with experience working with large datasets.
• Strong SQL skills and experience querying, analyzing, and validating data within Snowflake or a comparable cloud data warehouse.
• Working knowledge of SQL also with SQL Server Management Studio (SSMS) preferably with Microsoft Dataverse.
• Experience with one or more analytical or programming tools such as Python, R, VBA, or similar technologies is preferred.
• Strong analytical and problem-solving skills with the ability to work with complex datasets and translate findings into meaningful business insights.
• Solid understanding of data modeling concepts, including fact and dimension tables.
• Experience defining and documenting business metrics, business rules, and data definitions.
• Strong attention to detail with an emphasis on data accuracy, validation, and consistency.
• Ability to communicate complex data concepts clearly to both technical and non-technical audiences.
• Ability to manage multiple priorities and deliverables in a fast-paced, cross-functional environment.
• Willingness to learn new technologies, data sources, business processes, and Customer Care operations.
• Strong written and verbal storytelling skills, with the ability to make insights clear and persuasive for executive and non-technical audiences.
• Experience identifying themes and patterns in unstructured data such as customer comments, call notes, case narratives, reviews, or transcripts.
• Ability to combine quantitative analysis with qualitative interpretation to explain not only what customers are experiencing, but why.
• Experience with text analytics, sentiment analysis, natural-language processing, speech analytics, or AI-assisted insight tools.
• Preferred Qualifications
• Experience working with Customer Care metrics such as service level, response time, handle time, customer satisfaction, quality, productivity, contact volume, and related operational KPIs .