Senior Customer Insights Analyst - AI-Driven, Remote

Crystal Equation; Menlo Park (CA); Ibrido; USD 94.000 - 101.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid time off

Medical insurance

Dental insurance

Vision insurance

401K

Parental leave

Descrizione del lavoro

Crystal Equation Corporation in Menlo Park, CA, is seeking a Business Analyst IV to own voice-of-customer analysis across the full customer journey, from purchase to returns, and to build AI-driven workflows and dashboards for cross-functional partners.

The role emphasizes hands-on data extraction, validation against source data, and presenting findings to product, engineering and ops leaders, with heavy use of LLM tools and AI agents.

Competenze

• Bachelor's degree in analytics, data science, statistics, business, economics, information systems, or related field.
• 7+ years in data analytics, customer insights, CX analytics, or similar role.
• 2+ years in customer experience or customer insights analytics.
• SQL to query, join and aggregate large datasets.
• Analyze customer feedback from tickets, reviews, surveys or social media.
• Hands-on use of LLM tools or AI agents in day-to-day analysis.
• Validate analytical output against source data and correct errors.
• Turn analysis into written recommendations and presentations for non-technical audiences.
• Handle multiple stakeholder requests with competing deadlines.

Mansioni

• Produce recurring and ad-hoc customer insight reports for our products across the customer journey.
• Identify emerging customer issues, size them and flag root causes to the owning team.
• Run deep dives on customer or product issues for cross-functional partners.
• Deliver customer insight readouts during product launches, software releases and war rooms.
• Use AI agents and LLM tools as the primary workflow for queries, classification and narratives.
• Build and document reusable AI workflows for recurring analysis.
• Review AI-generated analysis for accuracy against source data.
• Set up and maintain quality checks for AI workflows.
• Build and maintain dashboards and reusable queries for CX metrics.
• Report data quality issues and coordinate fixes with data owners.
• Track which insights led to product or process changes and report impact to CX team.

Conoscenze

SQL querying

Data analysis

AI workflows

Data validation

Reporting

Stakeholder collaboration

Python or R

Formazione

Bachelor's degree in analytics or related field

Strumenti

Medallia

Qualtrics

Salesforce Service Cloud

Brandwatch

Enterpret

Descrizione del lavoro

Crystal Equation Corporation in Menlo Park, CA, is seeking a Business Analyst IV to own voice-of-customer analysis across the full customer journey, from purchase to returns, and to build AI-driven workflows and dashboards for cross-functional partners.

The role emphasizes hands-on data extraction, validation against source data, and presenting findings to product, engineering and ops leaders, with heavy use of LLM tools and AI agents.