Data and Analytics Lead
Core
Build the Customer Experience (CX) data and analytics function from the ground up to define metrics, create a single source of truth, and deliver insights for CX leadership decisions.
Role type
Senior IC data and analytics lead (CX)
Builds
CX metrics layer, data models, reporting packages, and measurement frameworks for AI agents
Domain
Customer Experience (CX) analytics in a prediction market/fintech environment
Deliverable
dashboards & analysis
Required skills
SQL, dbt, modern BI tools, data modeling, data storytelling, stakeholder management, team leadership
Preferred skills
NLP, LLM-based approaches, fintech/crypto/trading platform experience
Technologies
SQL, dbt, Looker, Tableau, Mode, Hex
Responsibilities
Define and own CX metrics layer including service levels, CSAT, and handle time; Write SQL and build data models to diagnose contact spikes and friction points; Lead and develop the Analytics Engineering team; Partner with central data team to build pipelines and infrastructure; Deliver weekly metrics summaries and insight packages to CX leadership; Build measurement framework for AI agents and automation; Apply forecasting and modeling to operational problems like staffing and AI deflection rates
Seniority
Senior, hands-on IC with team leadership