Customer Service Analytics & Insights Analyst (Fully Remote)

Undisclosed; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Undisclosed is seeking an analytics-led professional to interpret forecasting models and develop scenarios for product launches, pricing changes, and policy updates. You will maintain forecasting calendars and deliver demand outlooks to planning teams in a distributed remote environment.

Responsibilities include analyzing customer behavior, supporting launch monitoring with recurring reports, and collaborating with analytics and service leaders on research requirements.

Qualifications

• Bachelor's degree in a quantitative field with 4+ years analytics experience.
• Proficiency in SQL, spreadsheet modeling, and forecasting principles.
• Experience with customer behavior analysis and Generative AI tools.

Responsibilities

• Interpret forecasting models and develop scenarios for product launches, pricing changes, and policy updates.
• Investigate forecast variances, identify root causes, and share findings with tool owners.
• Maintain forecasting calendars and deliver demand outlooks to workforce and capacity planning teams.
• Analyze contact drivers and customer experience data to identify emerging issues and friction points.
• Support product launch monitoring with recurring reports and structured analyses.
• Collaborate with analytics and customer service leaders on research requirements and deliverables.
• Use Generative AI and conversation intelligence tools to analyze customer interactions at scale.
• Identify opportunities to automate recurring forecasting and reporting tasks.

Skills

Forecasting analytics

SQL

Customer behavior analysis

Generative AI

Data storytelling

Education

Bachelor's degree in quantitative discipline

Tools

Spreadsheet modeling

Forecasting software

Job description

• Interpret forecasting models and develop scenarios for product launches, pricing changes, and policy updates.
• Investigate forecast variances, identify root causes, and share findings with tool owners.
• Maintain forecasting calendars and deliver demand outlooks to workforce and capacity planning teams.

Customer Insights:

• Analyze contact drivers and customer experience data to identify emerging issues and friction points.
• Support product launch monitoring with recurring reports and structured analyses.
• Collaborate with analytics and customer service leaders on research requirements and deliverables.

AI and Automation:

• Use Generative AI and conversation intelligence tools to analyze customer interactions at scale.
• Identify opportunities to automate recurring forecasting and reporting tasks.

Qualifications:

• Bachelor's degree in quantitative discipline and 4+ years of analytics experience.
• Proficiency in SQL, spreadsheet modeling, and forecasting principles.
• Experience with customer behavior analysis and Generative AI tools.

The company is a data-driven organization focused on improving customer service operations through analytics, forecasting, and customer insights. It operates as a distributed remote team that values curiosity, independence, and collaboration, using AI to enhance decision-making.