Senior CX Analytics Analyst - AI-Driven Insights

itD Tech; Burlingame (CA); On-site; USD 110,000 - 117,000; Full time

Job description

Business Analyst IV – Customer Experience Analytics

itD is seeking a Business Analyst IV to turn customer feedback and post-sales data into clear findings and recommendations for a leading global technology company’s consumer hardware business. You will cover voice-of-customer analysis across the full customer journey and work with product, hardware, software, and operations partners to get issues fixed. The ideal candidate will bring deep experience in customer experience analytics, SQL, and AI-assisted analysis, and a track record of delivering insight reports and readouts that drive product and process changes.

Location: Onsite - Burlingame, CA preferred; open to fully remote (as close to Pacific time as possible).

Duration: 12-month contract with possible extension.

Pay Rate: $80 - $85 per hour, depending on experience.

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

• Produce recurring and ad-hoc customer insight reports covering each stage of the customer journey: purchase, delivery, setup, support, warranty, returns, reviews, and social.
• Identify and size emerging customer issues, flag likely root causes to the owning teams, and run deep dives for cross-functional partners.
• Deliver customer insight readouts during product launches, software releases, and critical-issue response.
• Use LLM tools and AI agents as the primary way of working, from writing queries to classifying customer text and drafting narratives.
• Build and document reusable AI workflows for recurring analysis, with quality checks that validate results against source data before they are shared.
• Build and maintain dashboards and reusable queries for customer experience metrics, and report data quality issues to data owners.
• Track which insights led to product or process changes and report that impact back to the CX team.

Internal Responsibilities

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

Required Qualifications and Skills

• 7+ years of experience in data analytics, customer insights, CX analytics, or a similar analytical role
• 2+ years in customer experience or customer insights analytics
• Experience writing SQL to query, join, and aggregate large datasets
• Experience analyzing customer feedback such as support tickets, product reviews, surveys, or social media
• Hands‑on experience using LLM tools or AI agents in day‑day analysis (data extraction, text classification, summarization, query writing, or report drafting)
• Experience validating analytical output, including checking AI-generated results against source data and correcting errors
• Experience turning analysis into written recommendations and presentations for non‑technical audiences
• Experience handling multiple stakeholder requests with competing deadlines

Preferred Qualifications and Skills

• Experience building multi‑step AI workflows or agents (prompt chains, retrieval over documents and data)
• Experience evaluating LLM output quality (labeled test sets, precision and recall, structured sampling)
• Experience with semantic models, metric definitions, or knowledge bases that ground AI tools in business data
• Experience with Python or R for data analysis
• Experience with consumer electronics or hardware products (e‑commerce, fulfillment, support, warranty, returns, or quality data)
• Experience with CX and support platforms such as Medallia, Qualtrics, Salesforce Service Cloud, Brandwatch, or Enterpret
• Experience supporting product launches or incident response with fast‑turnaround reporting
• Familiarity with smart glasses, VR/AR headsets, or gaming hardware

Education

• Bachelor’s degree in analytics, data science, statistics, business, economics, information systems, or a related field, or equivalent practical experience, required.

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.

Additional Info
Dynamic environment in a culture of respect, empowerment and recognition for a job well done,

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