Lead Analyst, Customer Service Analytics

📋 Description

• Lead analytics to improve customer experience and ops productivity.
• Analyze CSAT, NPS, CES, ART, AHT, and First Contact Resolution.
• Identify pain points from feedback and drive improvements.
• Optimize processes and resource allocation to boost efficiency.
• Use AI to streamline data analysis and team productivity.
• Define KPIs and report insights to leadership.

🎯 Requirements

• Bachelor's or Master's degree in a relevant field.
• 8+ years in data analytics focused on CX or operations.
• Proficiency in Looker, SQL, and Python.
• Salesforce or customer service platforms experience.
• Strong analytical, communication, and stakeholder management skills.
• Experience leveraging AI tools (Cursor, Claude Code).

🎁 Benefits

• Hybrid work environment and home office setup allowance.
• Temporary work from abroad policy.
• Regular team and social events.