Senior Data Analyst - Customer Care Operations

Role overview

Senior Data Analyst focused on Customer Care Operations, transforming complex customer care data into actionable insights that improve customer experience and contact center performance. You’ll partner with cross-functional teams and build reporting and analytics frameworks to influence leadership decisions.

Responsibilities

• Analyze large/complex datasets to identify trends, patterns, and opportunities using data mining, statistical analysis, and machine learning
• Ensure data quality via validation, cleansing, preprocessing, and quality checks across multiple sources
• Build predictive models to forecast customer behavior, operational trends, and business outcomes
• Collaborate with teams (e.g., Workforce Management, Quality Assurance, Training) to translate business needs into analytical initiatives
• Design and maintain dashboards, reports, and visualizations (e.g., Tableau, Power BI)
• Create business case models to evaluate initiatives and measure ROI
• Standardize reporting processes: document methodologies and maintain clear data definitions
• Apply AI/automation/advanced analytics to identify operational improvements
• Use customer interaction data (transcripts, reviews, chat logs) with NLP/text mining/speech analytics to extract insights from unstructured data
• Present findings and recommendations to senior stakeholders with clear linkage to business priorities

Requirements

• 5+ years in data analysis, statistical modeling, and data visualization
• Bachelor’s degree in a quantitative field (Statistics, Mathematics, Computer Science, Economics, or related)
• Strong experience with large datasets and applying analytics to business problems
• Proficiency in SQL plus Python and/or R
• Advanced data visualization and BI skills with Tableau and/or Power BI
• Advanced Microsoft Excel and familiarity with Google Workspace
• Experience using Generative AI / LLM tools (e.g., ChatGPT, Copilot, Gemini) for accelerating analysis, code generation, data processing, and qualitative summarization
• Ability to identify where AI/ML/automation can improve operational performance and customer experience
• Preferred: NLP, text mining, speech analytics
• Valued: contact center analytics, customer service KPIs/operational metrics
• Plus: familiarity with Salesforce Service Cloud analytics