Data Analyst (Customer Experience)

Role Overview

Join Solace’s Customer Experience Operations team as a Data Analyst (Customer Experience). You’ll own the end-to-end CX analytics stack: from SQL and dashboarding to answering ad hoc questions and translating insights into recommendations for CX leadership.

Responsibilities

• Own the CX analytics workflow end-to-end, including writing SQL, building dashboards, and responding to ad hoc analysis.
• Drive operational excellence by identifying bottlenecks and inefficiencies in CX processes.
• Build scalable analytics and curate the data layer, including wrangling and QA’ing complex operational data.
• Design and maintain tracking systems and dashboards in HEX to automate manual operational reporting.
• Synthesize and communicate findings, translating technical analysis into clear, actionable recommendations for non-technical stakeholders.
• Partner across teams: work with CX leadership and Customer Operations, and support the broader analytics function with the Data team.
• Support data transformations and core models, contributing to the data stack as needed.

Requirements

• 3+ years of experience in data analytics.
• Advanced SQL (including complex queries, multi-table joins, and independent debugging).
• Experience working with cloud data warehouses, specifically Snowflake.
• BI & dashboarding experience using a visualization/BI tool (HEX is a plus; Looker, Tableau, Metabase, or similar acceptable).
• Strong ability to translate ambiguous business questions into clear analytical approaches.
• Excellent communication, including presenting findings clearly to CX leadership and non-technical audiences.
• Comfort with messy operational data, including QA and flagging data quality issues.
• Familiarity with customer support tooling (e.g., Zendesk, Decagon, or similar).
• Startup mindset: comfortable evolving reporting structures in a fast-moving environment.
• Python or other scripting languages for data manipulation.
• Experience collaborating with a centralized Data/Analytics team in a cross-functional capacity.
• Exposure to workforce management or contact center analytics.
• Experience in healthcare / health-tech / patient services.

Nice to Have

• dbt (data build tool) familiarity.
• Ability to manage transformations and contribute directly to core data models.