Data Analyst- Customer Experience

Job Description:

Job Description:

We are currently seeking an experienced Data Analyst with a focus on Customer Experience. The ideal candidate should have a strong background in data analytics, data science, and technology, with proficiency in data manipulation tools such as SQL, Snowflake, Python, and R. The role involves working with voice and chat interaction data, including call logs, chat transcripts, voice recognition systems, and related databases.

Responsibilities:

• Analyze and manipulate data using tools like SQL, Snowflake, Tableau, Power BI, and Excel

• Understand and work with data from voice and chat interactions

• Utilize statistical and machine learning techniques to develop predictive models for customer behavior, personalization, and call volume forecasting

• Engage with technical and non-technical stakeholders to gather, understand, and document business data requirements

• Structure and solve complex business problems using data and technology

• Apply knowledge of customer experience metrics to analyze data and identify trends, patterns, and insights related to customer behavior and satisfaction

• Collaborate with the team to ensure effective data analytics, data warehousing techniques, and data engineering practices

• Leverage industry expertise, especially in Travel, Finance, Sales, or Customer data, to enhance insights

Skills Required:

• Experience in data analytics, data science, and technology

• Proficiency in data manipulation tools such as SQL, Snowflake, Python, R, etc.

• Familiarity with data sources specific to voice and chat interactions

• Ability to process and manage large datasets using tools like SQL, Snowflake, Tableau, Power BI, Excel, etc.

• Knowledge of customer experience metrics

• Experience with statistical and machine learning techniques for predictive modeling

• Effective communication and collaboration skills with technical and non-technical stakeholders

• Strong problem-solving skills with a structured and logical approach

• Knowledge and experience in data analytics, data warehousing techniques, and data engineering

• Industry expertise in Travel, Finance, Sales, or Customer data is a plus