Senior Data Analyst (CX)
Core
Analyze large-scale datasets on agent performance and support interactions to drive operational improvements and decision-making for customer experience teams.
Role type
Senior Customer Experience Data Analyst
Builds
Dashboards, automated data pipelines, and analytical tooling for support workflows
Domain
FinTech / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Advanced SQL, Python, Data Visualization, LLM Prompt Engineering, Airflow/DAG Orchestration, Hypothesis Testing, Root Cause Analysis
Preferred skills
Experience with BigQuery, ClickHouse, Tableau, Metabase, LLM APIs
Technologies
BigQuery, ClickHouse, Tableau, Metabase, Airflow, Python, LLM APIs
Responsibilities
Write optimized SQL queries for agent performance analysis; Build dashboards to visualize support metrics; Automate data tasks and optimize pipelines using Python and Airflow; Partner with QA to identify root causes in agent behavior; Translate business inefficiencies into trackable metrics; Assess and profile LLM outputs for quality and relevance.
Seniority
Senior, hands-on IC