AI Customer Experience Analytics Lead

Fanatics Betting & Gaming; Denver (CO); Presencial; USD 86.000 - 115.000; Jornada completa

Descripción de la vacante

Fanatics Betting & Gaming is seeking a Senior Business Analyst, Operations Automation to dive into AI-driven customer experience analytics. You’ll maintain and report key metrics for our customer-facing AI agent, define success criteria for new surfaces, and build BI views used by Product partners to measure performance.

You’ll bring 2+ years in analytics, strong SQL, experience in BI dashboards, and the ability to translate data into actionable business cases for cross-functional teams

Formación

• 2+ years in business analytics, data analysis, business operations or related role.
• Strong SQL with ability to pull, join and validate data across large datasets.
• Experience owning recurring reporting and being accountable for data quality.
• Experience building BI views/dashboards used to drive decisions.
• Ability to translate numbers into root causes, impact and fixes.
• Experience writing findings/recommendations for partners not in your org.
• Understanding of AI-grounding, prompting, and knowledge content basics.
• Clear written and verbal communication with high curiosity and AI-first mindset.

Responsabilidades

• Maintain and report the key metrics for our customer-facing AI agent — containment, resolution, deflection, escalation rate, repeat contact, and satisfaction.
• Build and stand up measurement for new AI surfaces with defined success criteria and instrumentation.
• Create and maintain BI views/dashboards used by Product partners to read AI performance.
• Write data requirements, event definitions, tagging and table structures, and collaborate with Data to implement.
• Identify when data quality breaks and raise flags early to avoid misleading metrics.
• Turn findings into a clear business case and partner with stakeholders to drive fixes.

Conocimientos

SQL

Herramientas

Tableau

Looker

Power BI

Sigma

Descripción del empleo

Fanatics Betting & Gaming is seeking a Senior Business Analyst, Operations Automation to dive into AI-driven customer experience analytics. You’ll maintain and report key metrics for our customer-facing AI agent, define success criteria for new surfaces, and build BI views used by Product partners to measure performance.

You’ll bring 2+ years in analytics, strong SQL, experience in BI dashboards, and the ability to translate data into actionable business cases for cross-functional teams