Senior CX Analytics Lead — AI-Driven Customer Insights

KARIER; Burlingame (CA); Remote; USD 110,000 - 117,000; Full time

Benefits offered by this job

Medical benefits

401k plan

Paid holidays

Other benefits

Job summary

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

Qualifications

• 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-to-day analysis.
• 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.

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.

Skills

Data analytics

Customer insights

CX analytics

SQL

AI/LLM tools

Cross-functional collaboration

Education

Bachelor's degree in analytics or related field

Tools

Python

R

Medallia

Qualtrics

Salesforce Service Cloud

Brandwatch

Enterpret

Job description

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