Business Analyst IV - Customer Insights

Crystal Equation; Menlo Park (CA); Hybrid; USD 94,000 - 101,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401K

Parental leave

Job summary

Crystal Equation Corporation in Menlo Park, CA, is seeking a Business Analyst IV to own voice-of-customer analysis across the full customer journey, from purchase to returns, and to build AI-driven workflows and dashboards for cross-functional partners.

The role emphasizes hands-on data extraction, validation against source data, and presenting findings to product, engineering and ops leaders, with heavy use of LLM tools and AI agents.

Qualifications

• Bachelor's degree in analytics, data science, statistics, business, economics, information systems, or related field.
• 7+ years in data analytics, customer insights, CX analytics, or similar role.
• 2+ years in customer experience or customer insights analytics.
• SQL to query, join and aggregate large datasets.
• Analyze customer feedback from tickets, reviews, surveys or social media.
• Hands-on use of LLM tools or AI agents in day-to-day analysis.
• Validate analytical output against source data and correct errors.
• Turn analysis into written recommendations and presentations for non-technical audiences.
• Handle multiple stakeholder requests with competing deadlines.

Responsibilities

• Produce recurring and ad-hoc customer insight reports for our products across the customer journey.
• Identify emerging customer issues, size them and flag root causes to the owning team.
• Run deep dives on customer or product issues for cross-functional partners.
• Deliver customer insight readouts during product launches, software releases and war rooms.
• Use AI agents and LLM tools as the primary workflow for queries, classification and narratives.
• Build and document reusable AI workflows for recurring analysis.
• Review AI-generated analysis for accuracy against source data.
• Set up and maintain quality checks for AI workflows.
• Build and maintain dashboards and reusable queries for CX metrics.
• Report data quality issues and coordinate fixes with data owners.
• Track which insights led to product or process changes and report impact to CX team.

Skills

SQL querying

Data analysis

AI workflows

Data validation

Reporting

Stakeholder collaboration

Python or R

Education

Bachelor's degree in analytics or related field

Tools

Medallia

Qualtrics

Salesforce Service Cloud

Brandwatch

Enterpret

Job description

Business Analyst IV Onsite/Remote Summary

This role covers voice-of-customer analysis across the full customer journey: purchase, delivery, setup, support, warranty and returns, product and app reviews, and social sentiment. The analyst will turn customer feedback and post-sales data into clear findings and recommendations, and work with cross-functional partners to get them acted on. Most of the work is hands-on: pulling data, classifying and quantifying issues, validating results, writing narratives, and presenting to the people who own the fix. The analyst will use LLM tools and AI agents every day to query data, classify and summarize customer text, synthesize across sources and draft reports. They will build repeatable AI workflows that make recurring analysis faster and more reliable, and they will be the quality check on AI output before anything reaches a partner. We are looking for someone who can tell when an AI answer is right, when it is plausible but wrong, and how to fix the workflow that produced it.

Responsibilities

• Produce recurring and ad-hoc customer insight reports for our products that cover each stage of the customer journey, from purchase and delivery through support, warranty, returns, reviews and social.
• Identify emerging and fast-growing customer issues, size them and flag likely root causes to the owning team.
• Run deep dives on customer or product issues for cross-functional partners, applying strong analytical rigor and understanding of the data.
• Deliver customer insight readouts during product launches, software releases and war rooms.
• Use AI agents and LLM tools as the primary way of working, from writing queries to classifying customer text and drafting narratives.
• Build and document reusable AI workflows for recurring analysis.
• Review AI-generated analysis before it's shared, checking numbers, classifications and claims against source data.
• Set up and maintain quality checks for AI workflows.
• Build and maintain dashboards and reusable queries for customer experience metrics across the portfolio.
• Help uphold data integrity by finding and reporting data quality issues, and working with data owners to get them fixed.
• Track which insights led to product or process changes and report that impact back to the CX team.

Requirements

• Bachelor's degree in analytics, data science, statistics, business, economics, information systems, or a related field, or equivalent practical experience.
• 7+ years of experience in data analytics, customer insights, CX analytics, or a similar analytical role.
• 2+ years in customer experience or customer insights analytics.
• Experience writing SQL to query, join and aggregate large datasets.
• Experience analysing customer feedback such as support tickets, product reviews, surveys or social media.
• Hands-on experience using LLM tools or AI agents in day-to-day analysis work, such as data extraction, text classification, summarisation, query writing or report drafting.
• Experience validating analytical output, including checking AI-generated results against source data and correcting errors.
• Experience turning analysis into written recommendations and presentations for non-technical audiences.
• Experience handling multiple requests from different stakeholders with competing deadlines.

Preferred Qualifications

• Experience building multi-step AI workflows or agents for analysis, such as prompt chains, agent skills or retrieval over documents and data.
• Experience evaluating LLM output quality, for example with labelled test sets, precision and recall measurement or structured sampling.
• Experience with semantic models, metric definitions or knowledge bases that ground AI tools in business data.
• Experience with Python or R for data analysis.
• Experience with consumer electronics or hardware products, especially e-commerce, fulfilment, support, warranty, returns or quality data.
• Experience analysing customer feedback for software or apps alongside hardware – Experience with CX and support platforms such as Medallia, Qualtrics, Salesforce Service Cloud, Brandwatch or Enterpret.
• Experience supporting product launches or incident response with fast-turnaround reporting.
• Experience presenting findings to product, engineering or operations leaders.
• Familiarity with smart glasses, VR/AR headsets or gaming hardware.

Pay range

Pay range is $68- $73 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience.

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