Senior Data Analyst — CX & AI Insights (Remote, US)

Remote; San Francisco (CA); Remoto; USD 120.000 - 170.000; Part-time

Vantaggi offerti da questo lavoro

Medical benefits

401(k) plan

Paid holidays

Descrizione del lavoro

itD is seeking a Data Analyst V to analyze customer experience and support data for Reality Labs, uncover actionable insights, and improve satisfaction across the journey. The role requires 8+ years in data analytics or data science, strong SQL and Python or R, and expertise in statistical modeling and Generative AI to drive customer-centric decisions.

Location is Remote — US with work hours aligned to Central or Pacific Time.

Competenze

• 8+ years of experience in data analytics, data science, or a related field.
• 2+ years of experience in customer experience, customer support, or marketing analytics.
• Strong SQL programming skills and proficiency in Python or R.
• Proficiency in statistical analysis techniques (correlation, multivariate regression, feature importance).
• Experience with predictive analytics, ML, or AI techniques.
• Knowledge of AI-powered analytics tools and Generative AI (LLMs, AI agents).
• Ability to translate complex data into clear, actionable insights for stakeholders.
• Experience collaborating with cross-functional teams and communicating technical findings.

Mansioni

• Analyze large, complex datasets using SQL, Python or R to identify CX trends and improvement opportunities.
• Synthesize customer signals from surveys, analytics, behavior data, and support interactions across the journey.
• Apply statistical modeling, predictive analytics, ML, and NLP to analyze support conversations and tickets.
• Develop customer segmentation and clustering models to identify issues and recommendations for self-service resources.
• Integrate customer feedback with transactional, operational, and behavioral data to identify drivers of satisfaction and outcomes.
• Design, test, and launch CX metric scorecards to track KPIs across digital, AI-powered, and human-supported channels.
• Leverage Generative AI tools and LLMs to automate data analysis, clean data, generate visualizations, and streamline workflows.
• Quantify ROI of CX initiatives by linking customer metrics to business outcomes.
• Communicate complex analytics findings through reports and presentations to influence stakeholders.

Conoscenze

SQL

Python

R

Statistical analysis

Predictive analytics

Machine learning

NLP

Generative AI

AI agents

Data storytelling

Cross-functional collaboration

Formazione

Bachelor's degree in Analytics/Statistics/CS/Math/DS/Engineering

Master's or PhD in quantitative field

Strumenti

Pandas

scikit-learn

TensorFlow

PyTorch

Descrizione del lavoro

itD is seeking a Data Analyst V to analyze customer experience and support data for Reality Labs, uncover actionable insights, and improve satisfaction across the journey. The role requires 8+ years in data analytics or data science, strong SQL and Python or R, and expertise in statistical modeling and Generative AI to drive customer-centric decisions.

Location is Remote — US with work hours aligned to Central or Pacific Time.