Data Analyst

Department: CX Analytics

Employment Type: Full Time

Location: Remote

Reporting To: Fedor Suslyaev

Description

As a Middle Data Analyst in the Voice of the Customer (VoC) domain within the Customer Experience (CX) department, you will analyze customer feedback and behavior to drive actionable insights that enhance satisfaction and loyalty. Leveraging diverse data sources, including surveys, reviews, and social media, you will uncover trends, pinpoint pain points, and deliver strategic recommendations that improve customer experience and align with business objectives. Your work will directly influence decision-making across CX teams, product management, and marketing.

Key Responsibilities

• Customer Feedback & Sentiment Analysis: Analyze data from VoC programs (CSAT, NPS), applying NLP and text analytics to extract insights and categorize feedback into themes.
• Customer Journey Insights: Map customer interactions across touchpoints, correlating VoC data with operational metrics to identify friction points and areas for improvement.
• Data Visualization & Reporting: Develop dashboards, reports, and KPIs to communicate findings clearly, ensuring insights drive informed decision-making.
• A/B Testing & Performance Evaluation: Design and conduct A/B tests to assess the impact of customer experience initiatives and recommend optimizations.
• Public Presentation of Insights: Present key findings and results to stakeholders, including executives, ensuring alignment with customer-centric strategies.
• Predictive & Prescriptive Analytics: Use advanced modeling techniques to forecast customer behavior and provide data-driven recommendations to enhance loyalty.
• Process Improvement & Innovation: Identify gaps in VoC methodologies, suggest improvements, and implement new tools or techniques to optimize data collection and analysis.

Skills, Knowledge & Expertise

• Work experience as a data analyst for 3+ years.
• Advanced knowledge of SQL, Python.
• Experience using Tableau/Metabase or similar data visualization tools.
• Experience with using GPT/Claude as a tool for work tasks solving.
• A structured approach to problem solving alongside strong quantitative skills. You can analyze issues, identify root-causes and recommend solutions.
• Ability to come up with hypotheses and ways to improve our processes: backed by data if possible, but also by your expertise and common sense. 
• Verbal and written communication skills, an ability to interact with business and product teams.
• At least upper-intermediate English proficiency.