Senior CX Analytics Lead: AI‑Powered Insights

Russell Tobin; Menlo Park (CA); Remoto; USD 96.000 - 110.000; Tempo pieno

Descrizione del lavoro

Russell Tobin is seeking a seasoned Business Analyst IV to support customer experience analytics across the end-to-end journey. The role emphasizes SQL proficiency, hands-on AI/LLM workflows, and collaboration with cross-functional teams to drive data-driven product improvements.

The candidate will produce recurring and ad-hoc insights, validate AI outputs, and build reusable SQL queries and dashboards to monitor CX metrics.

Competenze

• 7+ years of experience in data analytics, customer insights, or CX analytics.
• 2+ years of experience specifically in customer experience or customer insights analytics.
• Strong SQL skills, including querying, joining, and aggregating large datasets.
• Experience analyzing customer feedback from support tickets, product reviews, surveys, and social media.
• Hands-on experience using LLM tools or AI agents in day-to-day analytical work.
• Experience validating analytical outputs and checking AI-generated results against source data.
• Ability to translate complex analysis into actionable recommendations and presentations for non-technical audiences.
• Strong analytical thinking, attention to detail, and communication skills.

Mansioni

• Produce recurring and ad-hoc customer insights reports covering all stages of the customer journey, including purchase, delivery, support, warranty, returns, reviews, and social sentiment.
• Identify emerging and fast-growing customer issues, quantify their impact, and highlight potential root causes to relevant teams.
• Conduct in-depth analysis of customer and product issues for cross-functional stakeholders.
• Deliver customer insights and analytical readouts during product launches, software releases, and critical business reviews.
• Use AI agents and LLM tools for data queries, customer feedback classification, summarization, analysis, and report creation.
• Build and document reusable AI workflows to improve the speed and reliability of recurring analyses.
• Validate AI-generated analysis before sharing, ensuring numbers, classifications, and findings are accurate and supported by source data.
• Establish and maintain quality checks for AI-powered analytical workflows.
• Build and maintain dashboards and reusable SQL queries for customer experience metrics.
• Identify data quality issues, maintain data integrity, and collaborate with data owners to resolve them.
• Track how customer insights translate into product or process improvements and communicate the resulting impact.

Conoscenze

SQL

AI/LLMs

Data storytelling

Cross-functional collaboration

Dashboarding

Strumenti

Python

R

Descrizione del lavoro

Russell Tobin is seeking a seasoned Business Analyst IV to support customer experience analytics across the end-to-end journey. The role emphasizes SQL proficiency, hands-on AI/LLM workflows, and collaboration with cross-functional teams to drive data-driven product improvements.

The candidate will produce recurring and ad-hoc insights, validate AI outputs, and build reusable SQL queries and dashboards to monitor CX metrics.