Description

We are looking for a highly experienced Senior Data Analyst (8+ years) to join our Customer Experience & Digital (CXD) Group, supporting advanced analytics initiatives across call center technologies and AI-driven digital tools. This role is ideal for a hands-on data expert who thrives in ambiguity, can independently tackle business problems, and translate complex datasets into strategic insights—without a focus on reporting or pure data science.


 

Job Responsibilities

  • Perform end-to-end A/B testing and experimentation using Python to derive statistical insights.
  • Analyze large, complex datasets (structured and unstructured) to uncover trends and drive business decisions.
  • Transform and tag raw data in SQL, combining multiple sources to build new fields and metrics
  • Work closely with stakeholders, product owners, and business leaders to present data-driven stories and strategic insights.
  • Translate complex technical analyses into easily understandable business terms and recommendations.
  • Support the implementation and monitoring of new ChatAI/GenAI tools for contact center optimization.
  • Work independently to understand business objectives and deliver analytics solutions with minimal guidance.
  • Provide thought leadership on advanced data analytics approaches and experimentation strategies.


 

Required Skills

  • 8+ years of experience in data analytics (not data science or reporting roles).
  • Expertise in SQL for data manipulation, integration, and transformation across large datasets.
  • Strong Python skills, particularly for running A/B testing and advanced analytics.
  • Experience handling unstructured and structured data.
  • Excellent storytelling and communication skills—capable of presenting technical results to executive stakeholders.
  • Proven ability to operate with minimal direction and solve open-ended business problems.
  • Experience creating new data tagging, fields, and synthesized datasets from complex environments.


 

Preferred Skills

  • Experience working in or with customer experience, digital platforms, or contact center technology.
  • Familiarity with metrics related to ChatAI/GenAI bots, such as call volume, speed to answer, queue routing, and staffing.
  • Exposure to third-party call center analytics or workforce planning tools.
  • Experience in fast-paced, ambiguous environments or startups.


 

Certifications

[Insert if any relevant certifications are preferred, e.g., Certified Analytics Professional, Python for Data Analytics]


 

Education

Bachelor’s degree in Data Analytics, Statistics, Computer Science, or a related field. Master’s preferred

Key Skills
Education

Bachelor's degree

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