Data Analyst V (6347)

ITD Technology Co.; Phoenix (AZ); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical benefits

401k plan

Paid holidays

Job summary

itD Technology Co. is seeking a Data Analyst V to analyze customer experience and support data, uncover actionable insights, and improve customer satisfaction across the end-to-end journey. Remote – US, 12 months, 40h/week. Requires 8+ years in data analytics and strong SQL plus Python or R.

We offer medical benefits, a 401k, paid holidays, and more. Direct W2 candidates only; sponsorship not available.

Qualifications

• 8+ years of experience in data analytics or data science.
• 2+ years in customer experience analytics or marketing analytics.
• Strong SQL and Python or R.
• Experience with statistical analysis and predictive modeling.
• Familiarity with Generative AI technologies (LLMs, AI agents).
• Ability to translate complex data into actionable insights for stakeholders.

Responsibilities

• Analyze large, complex datasets using SQL, Python or R to identify CX trends and opportunities.
• Synthesize signals from surveys, analytics, behavior, and support data across the customer journey.
• Apply statistical modeling, predictive analytics, ML, and NLP to analyze support conversations.
• Develop customer segmentation models and recommend self-service solutions.
• Design and launch CX metrics scorecards to track KPIs across channels.
• Communicate findings through reports and presentations to drive actions.

Skills

SQL

Python

R

Statistical modeling

Predictive analytics

Generative AI

Education

Bachelor's degree in Analytics/Statistics/Mathematics/CS/Data Science/Engineering

Master's or Ph.D. in a quantitative field (preferred)

Tools

Pandas

scikit-learn

TensorFlow

PyTorch

Job description

itD is seeking a Data Analyst V to analyze customer experience and customer support data for Reality Labs, uncover actionable insights, and improve customer satisfaction across the end-to-end customer journey. The ideal candidate will bring 8+ years of experience in data analytics or data science, strong SQL and Python or R programming skills, and expertise in statistical modeling, predictive analytics, and Generative AI to translate complex customer data into insights that drive business improvements and customer‑centric decisions.

Location: Remote – US (Candidates must be able to work Central or Pacific Time hours)

Duration: 12 months, with potential for extension or conversion
Schedule: 40 hours per week, Monday–Friday; no overtime.

We provide comprehensive medical benefits, a 401k plan, paid holidays, and more. Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.

Responsibilities

• Analyze large, complex datasets using SQL, Python or R, and statistical techniques to identify customer experience trends, pain points, and opportunities for improvement.
• Synthesize customer signals from surveys, digital analytics, behavioral data, operational metrics, and customer support interactions across the end-to-end customer journey.
• Apply statistical modeling, predictive analytics, machine learning, and natural language processing (NLP) to analyze customer support conversations, transcripts, and tickets to generate actionable insights.
• Develop customer segmentation and clustering models to identify common customer issues and recommend targeted solutions, including self-service resources.
• Integrate customer feedback with transactional, operational, and behavioral data to identify key drivers of customer satisfaction and business outcomes.
• Design, test, and launch customer experience and support metric scorecards to track KPIs and evaluate performance across digital, AI-powered, and human-assisted support channels.
• Leverage Generative AI tools, large language models (LLMs), and AI agents to automate data analysis, clean datasets, generate visualizations, and streamline multi‑step analytical workflows.
• Quantify the business impact and ROI of customer experience initiatives by connecting customer metrics with business outcomes.
• Communicate complex analytical findings through clear, compelling reports and presentations, influencing stakeholders and driving corrective actions.

Internal Responsibilities

• Attend regular internal practice community meetings.
• Collaborate with your itD practice team on industry thought leadership.
• Complete client case studies and learning materials, including blogs and media materials.
• Build materials to contribute to the Digital Transformation practice.
• Attend internal itD networking events, both in person and virtually.
• Work with leadership on career fast-track opportunities.

Required Qualifications and Skills

• Bachelor's degree in Analytics, Statistics, Mathematics, Computer Science, Data Science, Engineering, or a related field.
• 8+ years of experience in data analytics, data science, or a related field.
• 2+ years of experience in customer experience, customer support, customer insights analytics, or marketing analytics.
• Strong SQL programming skills and proficiency in Python or R.
• Proficiency in statistical analysis techniques, including correlation analysis, multivariate regression, and feature-importance methods.
• Experience with predictive analytics, machine learning, or AI techniques.
• Working knowledge of AI-powered analytical tools and Generative AI technologies, including LLMs and AI agents.
• Ability to translate complex data from multiple sources into clear, actionable insights tailored to stakeholder needs.
• Demonstrated ability to collaborate with cross‑functional teams and communicate technical findings to non‑technical audiences.

Preferred Qualifications and Skills

• Master's or Ph.D. degree in a quantitative field.
• Experience working with Customer Experience (CX) or Voice of Customer (VoC) metrics, including NPS, CSAT, customer surveys, and customer feedback.
• Familiarity with consumer electronics or retail businesses.
• Experience with machine learning libraries and frameworks, such as Pandas, scikit‑learn, TensorFlow, or PyTorch.
• Previous experience at Meta or another large technology company.

Education

Bachelor's degree in Analytics, Statistics, Mathematics, Computer Science, Data Science, Engineering, or a related field required. A master's or Ph.D. degree in a quantitative field is preferred.

Company Description

About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re‑think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self‑starter, a difference‑maker or someone who wants to deliver great results, without constraints.

The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high‑performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow! Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. itD is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at [e-mail] and let us know the nature of your request and your contact information.

As set forth in itD Tech’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.