Director, Customer Service Analytics
Core
Design, implement, and optimize BI solutions to track KPIs, provide insights for business reviews, and develop dashboards for self-serve data access.
Role type
Senior Business Intelligence Engineer (Customer Service Analytics)
Builds
Dashboards, executive reporting, and self-serve data solutions for Customer Service leadership
Domain
Audio storytelling / Customer Service / Business Intelligence
Deliverable
dashboards & analysis
Required skills
SQL, Tableau, Excel, Pivot Tables, data analysis, metric breakdown, root cause analysis, data governance, process improvement
Preferred skills
executive reporting support, customer service analytics experience, ambiguous situation navigation, flexible scheduling
Technologies
SQL, Tableau, Excel
Responsibilities
Design and optimize BI solutions for KPI tracking and executive reporting; break down high-level metrics into actionable leading indicators; automate identification of key contributing dimensions to metric variance; develop concise data visualizations for executive audiences; maintain data governance standards and metric definitions; partner with data scientists, engineers, and business leaders to align reporting with strategic objectives
Seniority
Senior, hands-on IC
