Customer Experience Data Analyst IV

Crystal Equation Corporation; Menlo Park (CA); Hybrid; USD 120,000 - 127,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

Life insurance

401K

Parental leave

Job summary

Crystal Equation Corporation seeks a Customer Experience Data Analyst IV to analyze the full customer journey across products and services, including AI-powered workflows. The role emphasizes hands-on data work, building AI-driven insights, and presenting findings to product, hardware, software, operations, and GTM teams.

You will pull data, classify issues, validate results, write narratives, and draft reports, using LLM tools daily while ensuring quality before sharing with partners.

Qualifications

• Bachelor's degree or equivalent in analytics or related field.
• 7+ years of data analytics or CX analytics experience.
• 2+ years in customer experience analytics.
• SQL to query and aggregate large datasets.
• Experience analyzing customer feedback from tickets, reviews, surveys, or social media.
• Hands-on with LLM tools or AI agents in analysis.
• Experience validating outputs against source data.
• Ability to present recommendations to non-technical audiences.
• Experience handling multiple stakeholders with competing deadlines.

Responsibilities

• Produce recurring and ad-hoc customer insight reports covering each stage of the journey.
• Identify emerging customer issues and flag root causes.
• Run deep-dives for cross-functional partners with rigorous analysis.
• Deliver readouts during product launches and critical incidents.
• Use AI agents and LLM tools for queries, classification, and narratives.
• Build and document reusable AI workflows for recurring analysis.
• Review AI-generated analyses against source data and adjust.
• Set up quality checks for AI workflows.
• Create dashboards and reusable queries for CX metrics.

Skills

SQL querying

CX analytics

Data storytelling

AI/LLM tooling

Stakeholder management

Education

Bachelor's degree in analytics or related field

Tools

Medallia

Qualtrics

Salesforce Service Cloud

Brandwatch

Enterpret

Job description

Customer Experience Data Analyst IV Onsite/Remote Summary: Our customer experience team works to improve the customer experience across the end-to-end journey for products, including AI glasses and VR devices.

We collect customer insights across every channel and turn what we hear into actions that product, hardware, software, operations, and go-to-market teams use to make better decisions.

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.

Minimum Qualifications:

• 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 analyzing 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, summarization, 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 labeled 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, fulfillment, support, warranty, returns, or quality data
• Experience analyzing 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 is $87 - $92 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.

THE PROMISES WE MAKE:

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