Business Analyst IV

Russell Tobin; Menlo Park (CA); Remote; USD 96,000 - 110,000; Full time

Job summary

Russell Tobin is seeking a seasoned Business Analyst IV to support customer experience analytics across the end-to-end journey. The role emphasizes SQL proficiency, hands-on AI/LLM workflows, and collaboration with cross-functional teams to drive data-driven product improvements.

The candidate will produce recurring and ad-hoc insights, validate AI outputs, and build reusable SQL queries and dashboards to monitor CX metrics.

Qualifications

• 7+ years of experience in data analytics, customer insights, or CX analytics.
• 2+ years of experience specifically in customer experience or customer insights analytics.
• Strong SQL skills, including querying, joining, and aggregating large datasets.
• Experience analyzing customer feedback from support tickets, product reviews, surveys, and social media.
• Hands-on experience using LLM tools or AI agents in day-to-day analytical work.
• Experience validating analytical outputs and checking AI-generated results against source data.
• Ability to translate complex analysis into actionable recommendations and presentations for non-technical audiences.
• Strong analytical thinking, attention to detail, and communication skills.

Responsibilities

• Produce recurring and ad-hoc customer insights reports covering all stages of the customer journey, including purchase, delivery, support, warranty, returns, reviews, and social sentiment.
• Identify emerging and fast-growing customer issues, quantify their impact, and highlight potential root causes to relevant teams.
• Conduct in-depth analysis of customer and product issues for cross-functional stakeholders.
• Deliver customer insights and analytical readouts during product launches, software releases, and critical business reviews.
• Use AI agents and LLM tools for data queries, customer feedback classification, summarization, analysis, and report creation.
• Build and document reusable AI workflows to improve the speed and reliability of recurring analyses.
• Validate AI-generated analysis before sharing, ensuring numbers, classifications, and findings are accurate and supported by source data.
• Establish and maintain quality checks for AI-powered analytical workflows.
• Build and maintain dashboards and reusable SQL queries for customer experience metrics.
• Identify data quality issues, maintain data integrity, and collaborate with data owners to resolve them.
• Track how customer insights translate into product or process improvements and communicate the resulting impact.

Skills

SQL

AI/LLMs

Data storytelling

Cross-functional collaboration

Dashboarding

Tools

Python

R

Job description

Role: Business Analyst IV
Location: Remote
Duration: 12+ months with strong possibility of extension
Pay Rate: $70- $80/hour on W2

Role Overview

We’re looking for a Business Analyst to support customer experience analytics and voice-of-customer insights across the end-to-end customer journey. This role will analyze customer feedback and post-sales data across purchasing, delivery, product setup, customer support, warranties, returns, product reviews, and social media sentiment.

The ideal candidate will have strong SQL and analytical skills, hands‑on experience using AI tools and LLMs, and the ability to translate complex customer data into actionable business recommendations. This is a hands‑on role requiring someone who can build repeatable AI‑powered workflows, validate analytical outputs, identify emerging customer issues, and collaborate with cross‑functional teams to drive improvements.

Responsibilities

• Produce recurring and ad‑hoc customer insights reports covering all stages of the customer journey, including purchase, delivery, support, warranty, returns, reviews, and social sentiment.
• Identify emerging and fast‑growing customer issues, quantify their impact, and highlight potential root causes to relevant teams.
• Conduct in‑depth analysis of customer and product issues for cross‑functional stakeholders.
• Deliver customer insights and analytical readouts during product launches, software releases, and critical business reviews.
• Use AI agents and LLM tools for data queries, customer feedback classification, summarization, analysis, and report creation.
• Build and document reusable AI workflows to improve the speed and reliability of recurring analyses.
• Validate AI‑generated analysis before sharing, ensuring numbers, classifications, and findings are accurate and supported by source data.
• Establish and maintain quality checks for AI‑powered analytical workflows.
• Build and maintain dashboards and reusable SQL queries for customer experience metrics.
• Identify data quality issues, maintain data integrity, and collaborate with data owners to resolve them.
• Track how customer insights translate into product or process improvements and communicate the resulting impact.

Minimum Skills and Experience

• 7+ years of experience in data analytics, customer insights, or customer experience analytics.
• 2+ years of experience specifically in customer experience or customer insights analytics.
• Strong SQL skills, including querying, joining, and aggregating large datasets.
• Experience analyzing customer feedback from support tickets, product reviews, surveys, and social media.
• Hands‑on experience using LLM tools or AI agents in day‑to‑day analytical work.
• Experience validating analytical outputs and checking AI‑generated results against source data.
• Ability to translate complex analysis into actionable recommendations and presentations for non‑technical audiences.
• Strong analytical thinking, attention to detail, and communication skills.

Preferred Skills and Experience

• Experience building multi‑step AI workflows or agents, including prompt chains and document retrieval workflows.
• Experience evaluating LLM output quality using labeled test sets and metrics such as precision and recall.
• Proficiency in Python or R.
• Experience in consumer electronics or hardware industries.
• Familiarity with customer experience platforms such as Medallia or Qualtrics.

Must Haves

• 7+ years of experience in data analytics, customer insights, or CX analytics.
• 2+ years of customer experience or customer insights analytics experience.
• Strong SQL proficiency and experience working with large datasets.
• Experience analyzing customer feedback across multiple channels.
• Hands‑on experience with LLM tools or AI agents.
• Ability to validate AI‑generated results and ensure analytical accuracy.
• Strong presentation and communication skills, with the ability to present insights to non‑technical stakeholders.

Nice to Haves

• Experience developing multi‑step AI workflows or agents.
• Knowledge of prompt engineering and retrieval‑based workflows.
• Experience evaluating and measuring AI/LLM output quality.
• Python or R programming skills.
• Consumer electronics or hardware industry experience.
• Familiarity with CX analytics platforms such as Medallia or Qualtrics.

Key Projects

• Analyze customer feedback and post‑sales data across the complete customer journey.
• Develop recurring and ad‑hoc voice‑of‑customer reports and dashboards.
• Identify customer experience trends, emerging issues, and potential root causes.
• Build AI‑powered workflows to automate customer feedback analysis and reporting.
• Validate AI‑generated insights and establish quality assurance processes.
• Develop reusable SQL queries and reporting solutions for customer experience metrics.
• Partner with cross‑functional teams to translate customer insights into product and operational improvements.
• Measure and communicate the impact of changes driven by customer insights.

Benefits

For workers in the United States, PrideGlobal and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

Only applicable for Kentucky positions

For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long‑term care facilities, in accordance with KRS 216.793.