CX Analytics Leader: Build Data Function & Insights

Polymarket; Kansas City (MO); On-site; USD 250,000 - 275,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Health, Vision, Dental coverage

401k match

Hardware setup

Job summary

Polymarket is seeking an Analytics leader to build the CX data function from the ground up. You will define and own CX metrics, lead the Analytics Engineering team, and partner with the central data team to deliver end-to-end dashboards and insights for CX leadership.

You will craft SQL-based models, forecast staffing needs, and drive data-driven decisions across customer support operations in a fast-growing fintech environment.

Qualifications

• 6+ years in analytics or data science.
• 2+ years leading an analytics team.
• Expert SQL, dbt experience, and fluency in at least one modern BI tool.

Responsibilities

• Define and own the CX metrics layer: service levels, CSAT, handle time, and first-contact resolution.
• Write SQL and build dbt models to diagnose contact spikes and surface root causes.
• Lead Analytics Engineering team: set priorities and review work to map to CX needs.
• Partner with central data team to build pipelines and shared infrastructure for CX.
• Deliver weekly metrics summaries and insights to CX leadership with clear recommendations.
• Build the measurement framework for AI agents and automation across CX.
• Apply forecasting and modeling to staffing and AI deflection rates.

Skills

SQL

dbt

BI tools

Analytics leadership

Data storytelling

Tools

Looker

Tableau

Mode

Hex

Job description

Polymarket is seeking an Analytics leader to build the CX data function from the ground up. You will define and own CX metrics, lead the Analytics Engineering team, and partner with the central data team to deliver end-to-end dashboards and insights for CX leadership.

You will craft SQL-based models, forecast staffing needs, and drive data-driven decisions across customer support operations in a fast-growing fintech environment.