Senior Analyst, Customer Experience Analytics
The Senior Analyst will lead customer experience analytics for Support and Services Delivery, translating operational data into actionable insights and scalable self-service tools. The role requires 4–6 years of analytics or applied data science experience, strong SQL and Python, dbt expertise, and stakeholder-facing communication skills.
About the job
Responsibilities
- Partner with Support and Services Delivery leadership to provide insights for operational decisions.
- Analyze support case drivers, resolution patterns, customer satisfaction trends, and operational efficiency.
- Collaborate with Support Engineering, Services Delivery, Operations, and Finance.
- Develop fluency in data models, metric definitions, and pipelines supporting Support and Services Delivery reporting.
- Enable self-service analytics using semantic models, Cortex Analyst, and Snowflake Cortex Code.
- Build scalable, user-facing analytics tools and embed analysis into stakeholder workflows.
- Contribute to documentation, best practices, and analytical standards.
- Apply AI capabilities to transform unstructured support data into durable operational metrics.
Requirements
- Bachelor's or Master's degree in Computer Science, Data Science, Statistics, a related field, or equivalent experience.
- 4–6 years of experience in data analytics or applied data science.
- Strong SQL skills; Snowflake experience preferred.
- Proficiency in Python.
- Experience with dbt for data modeling and transformation.
- Experience building user-facing analytics applications, BI tools, or data apps.
- Ability to engage senior stakeholders and shape problem definitions.
- Ability to translate complex analyses into clear, actionable narratives for non-technical audiences.
- Genuine interest in applying AI tools to analytical workflows.
- Comfort experimenting with new tooling.
Work Arrangement
- Hybrid role with three days in the office.
Compensation
- Annual salary range: $138,000–$172,000.
Skills
SQL, Snowflake, Python, dbt, Data Modeling, Data Transformation, BI Tools, Data Applications, AI, LLMs, Semantic Models, Cortex Analyst, Snowflake Cortex Code, Data Analytics, Applied Data Science
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