Lead Business Analyst

📋 Description

• Take ownership of in-depth analysis of agentic, multi-turn AI conversations to clarify customer behavior, pinpoint failure patterns, and inform AI and operational strategies for enterprise clients.

• This position emphasizes comprehending the factors that lead to successful or unsuccessful conversations and converting those insights into actionable recommendations that minimize customer friction and enhance outcomes.

⛳️ Requirements

• 6–10+ years of experience in analytics, applied science, decision science, or customer experience analytics roles.

• Extensive experience in analyzing conversational, customer support, or interaction-level data.

• Proficient in SQL and Python for data exploration and analysis.

• Familiarity with large language models (LLMs) or generative AI tools for analysis and insight extraction, including crafting effective prompts to summarize, cluster, and identify patterns in data.

• Capability to create basic dashboards or visualizations to effectively convey findings.

• Strong grasp of conversation quality, drivers of dissatisfaction (DSAT), and customer experience performance metrics.

• Experience collaborating with enterprise-scale clients, platforms, or intricate support environments.

• Proven track record of articulating complex findings in clear, decision-focused narratives.

🏝️ Benefits

• Netomi is an equal opportunity employer dedicated to fostering diversity in the workplace.