CX Analytics Lead: Build Metrics Engine & Insights

Polymarket; United States; On-site; USD 250,000 - 275,000; Full time

Benefits offered by this job

Salary + equity

Unlimited PTO

Health, Vision, Dental

401k match

Hardware setup

Job summary

Polymarket is seeking a CX analytics leader to build the data function from the ground up, defining metrics and delivering the reporting that CX leadership uses to drive decisions. You will lead Analytics Engineers, partner with central data, and own the path from data to actionable insights.

You will write SQL, develop dbt models, forecast staffing needs, and build a measurement framework for AI and automation across CX to guide investment decisions. Strong fintech/crypto context is a plus.

Qualifications

• 6+ years in analytics or data science with 2+ years leading an analytics team.
• Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool (Looker, Tableau, Mode, Hex, or similar).
• Track record of building an analytics function or data model from scratch.
• Experience with customer support data and CX metrics.
• Strong data storytelling for executive audiences.
• Comfort working with engineering and data platform teams.

Responsibilities

• Define and own the CX metrics layer: service levels, CSAT, handle time, first-contact resolution, contact rate, and the dbt models that power them.

Skills

Analytics leadership

SQL

dbt

BI tools (Looker/Tableau/Mode/Hex)

Data storytelling

Engineering collaboration

NLP/LLM approaches

Fintech/crypto background

Tools

dbt

SQL

Looker

Tableau

Mode

Hex

Job description

Polymarket is seeking a CX analytics leader to build the data function from the ground up, defining metrics and delivering the reporting that CX leadership uses to drive decisions. You will lead Analytics Engineers, partner with central data, and own the path from data to actionable insights.

You will write SQL, develop dbt models, forecast staffing needs, and build a measurement framework for AI and automation across CX to guide investment decisions. Strong fintech/crypto context is a plus.