Voice of the Customer Senior Data Analyst

Overview: 

This role would own voice and text analytics and insights. This would include sourcing, managing, structuring, and analyzing large amounts of structured and unstructured data from multiple sources including websites, apps, voice analytics, and third-party data vendors. Techniques include building automated data pipelines, web scraping, identifying trends and patterns in unstructured data, automated quality assurance and developing high-quality data visualizations and analytics solutions. 

 

Responsibilities:

• Build complex data models that transform raw information into actionable business insights. 

• Web scraping, analysis, and automation of unstructured data flows.  

• Create intuitive dashboards and reports that simplify data comprehension across all organizational levels. 

• Troubleshoot and resolve data-related issues proactively. 

• Subject Matter expert in extracting data from VOC/CX systems such as Voice Analytics and Automated Quality Management and Datawarehouse to illustrate easily digestible trends and results of actions. 

• Implement enhancements to VA categories and Automated Quality Assurance Form Designer to uncover and promote insights.  

• Collaborate with teams to identify and bridge gaps in voice of the customer offerings. 

• Conduct thorough exploratory data analysis to ensure quality and consistency. 

• Maintain a state of constant communication and collaboration.  

• Root cause and driver analysis 

• Participate in a company-wide customer success motion through content, and data to and from stakeholder organizations. 

• Support the development a customer lifecycle model that ensures value realization and has a measurable impact on customer outcomes. 

 

Qualifications: 

• 5+ years of relevant experience. 

• AWS expertise Experience with tools like Lamda, Sagemaker and notebook jobs. 

• Expert-level proficiency in Power Bi or Tableau (data modeling, DAX, Power Query, Power BI Service). 

• Strong understanding of data warehousing concepts and integration techniques. 
• Experience managing large, complex datasets from multiple sources. 
• Bachelor’s degree in computer science, statistics, Information Systems, or related field

 

Salary Range:​

The pay range for this position is $94,000 to $132,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.​

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Benefits & P