Senior Data Analyst - CXO

• Strategic Insights: Analyze complex datasets to identify trends in customer pain points, churn drivers, and support volume.


• Voice of the Customer (VoC): Lead deep-dive analyses into Contact Reason data to provide the Product team with evidence-based recommendations for feature improvements.


• Operational Excellence: Build and maintain automated dashboards (Tableau) to track KPIs like CES, First Contact Resolution (FCR), Average Handle Time (AHT), and Resolution Rate.


• Predictive Modeling: Develop forecasting models to predict support volume fluctuations, enabling precise staffing and resource allocation.


• Data Governance: Ensure the integrity and scalability of our CX data pipeline in dbt, collaborating with Data Engineering to integrate new support tools into our warehouse.

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