Job Description

Job Responsibilities:

• Work with large and complex datasets to solve challenging problems using various analytical and statistical approaches.
• Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, behavioral, and operational data) across end-to-end customer journeys to identify trends, pain points, and areas for improvement.
• Apply advanced statistical modeling, machine learning, and natural language processing (NLP) to analyze large-scale customer support interactions (e.g., chat logs, call transcripts, support tickets) and extract actionable insights.
• Use clustering and segmentation techniques to identify common customer issues and recommend targeted solutions or self-service resources.
• Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of customer experience drivers.  Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
• Communicate complex technical concepts to non-technical stakeholders.

Skills:

• Very technical with marketing background
• Customer segmentation for marketing
• Customer support
• Comfortable with temporary tables in SQL
• Strong skills in Python Pandas and data structures
• Experience with data modeling (regression, NLP).
• Experience with MAANG Client
• Machine learning
• Will they have the ability to know if things go wrong using AI
• Use AI to accelerate the speed, but know what is being produced
• Customer Experience/Customer Support Preferred
• Strong programming skills in Python, R, and SQL.
• Proficiency in data visualization tools (e.g., Tableau, Power BI).
• Proficiency in utilizing statistical analytics techniques.
• Demonstrated ability to work collaboratively with cross-functional teams.

Education/Experience:

• Master's or Ph.D. Degree in a quantitative field.
• Familiarity with consumer electronics or retail business.
• Proficiency in conducting predictive analytics or running ML/AL techniques.
• Experience with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.
• Degree in Analytics, Statistics, Mathematics, Computer/Data Science, Engineering, or a related field.
• 6+ years of experience in data analytics, data science, or related fields.
• 3+ years of experience in customer experience, customer support, or customer insights analytics.
• Proficiency in crafting compelling stories using complex data sources to provide actionable insights tailored to stakeholders’ needs.
• Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences.
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.

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