Remote Customer Service Analytics & Insights Analyst

Bazeta; United States; Remote; USD 150,000 - 230,000; Full time

Job summary

Netflix is seeking a Customer Service Analytics & Insights Analyst in the United States. The role combines CS demand forecasting with CS insights to explain why customers contact CS and where opportunities lie.

You will work with forecasting and insights teams to produce actionable recommendations for staffing and customer experience improvements. The candidate will use GenAI and conversation-intelligence tools to analyze contacts at scale, create clear stories for CS leadership, and partner

Qualifications

• Bachelor’s degree in a quantitative field or equivalent experience.
• 4+ years in analytics, forecasting, or contact-center analytics with a track record of recommendations.
• Proficiency in SQL and spreadsheet modeling; ability to interrogate models.
• Experience applying GenAI tools in analytical work and NLP on unstructured data.
• Excellent written and verbal communication for non-technical audiences.

Responsibilities

• Interpret the CS demand forecast; review output and document rationale.
• Build overlays and scenarios for events; quantify likely demand ranges.
• Perform forecast variance and root-cause analysis and share learnings with forecasting tools teams.
• Conduct CS contact-driver and customer-experience analysis to explain demand shifts.
• Support launch tracking, post-launch evaluation, and recurring insights through templates.

Skills

Forecasting

Data analysis

GenAI tools

Communication

Problem solving

Education

Bachelor’s degree in Math/Statistics/ Economics/Finance/Engineering/Data Science or related field

Tools

SQL

Excel

Python

R

Job description

Netflix is seeking a Customer Service Analytics & Insights Analyst in the United States. The role combines CS demand forecasting with CS insights to explain why customers contact CS and where opportunities lie.

You will work with forecasting and insights teams to produce actionable recommendations for staffing and customer experience improvements. The candidate will use GenAI and conversation-intelligence tools to analyze contacts at scale, create clear stories for CS leadership, and partner