Data Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee value analysis and measurement throughout CX Strategy projects, from initial assessment and business case formulation to implementation and post-launch performance evaluation.

• Create ROI models, establish KPIs, and illustrate the business value derived from CX and AI investments.

• Collect and standardize performance data across client implementations and platforms.

• Evaluate technical, operational, and customer experience performance after launch and communicate results to clients and internal teams.

• Track performance trends, identify risks, and offer insights into the factors influencing client outcomes.

• Design and develop the firm’s cross-platform performance measurement strategy.

• Collaborate with Engineering on data connections, integrations, and quality assurance processes.

• Construct and maintain dashboards, analytical models, and reporting frameworks utilizing various data sources.

• Keep updated industry benchmarks, performance targets, and measurement methodologies.

• Analyze operational and CX performance data to pinpoint opportunities for improvement and value creation.

• Provide benchmark and pricing insights for proposals, solution design, and client engagements.

• Present analytical insights, ROI models, and performance outcomes to client stakeholders.

• Assist in business UAT by converting objectives into quantifiable scenarios and success criteria.

• Deliver 30/60/90-day post-implementation performance summaries.

• Develop standardized value models, analytical templates, and benchmark libraries.

• Set quality standards for analytical outputs and reporting.

• Mentor and support analysts and CX Consultants.

• Continuously enhance value measurement methodologies and analytical capabilities.

⛳️ Requirements

• Experience in business intelligence, data analytics, financial modeling, or value/ROI analysis.

• Proven experience in building and managing production dashboards utilizing multiple data sources.

• Experience in developing ROI models and business cases to facilitate client investment decisions.

• Strong comprehension of contact center, CX, and conversational AI performance metrics.

• Excellent analytical, problem-solving, and data interpretation abilities.

• Ability to convey complex analytical results and business value to executive stakeholders.

• Experience in collaborative work across business, technology, and consulting teams.

• Preferred: background in statistical analysis, regression modeling, or predictive analytics.

• Preferred: experience in mentoring or reviewing the work of fellow analysts.

• Preferred: Lean Six Sigma Green Belt, CBAP, or CCBA certification.

• Must be authorized to work in the United States.

• Must address potential employment visa sponsorship requirements.

🏝️ Benefits

• 100% coverage of employee health care, vision, and dental insurance.

• HSA & FSA plans available.

• Disability & Voluntary Benefits available.

• 401(k) plan with a 4% employer match.

• Generous variable compensation opportunity.

• Work-from-home monthly incentive.

• Inclusive remote working environment.