Lead Business Analyst – Contract

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

📋 Description

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

• This position emphasizes comprehending the factors behind the success or failure of conversations and converting those insights into actionable strategies that alleviate customer friction and enhance outcomes.

⛳️ Requirements

• 5–8+ 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 hands-on knowledge of SQL and Python for data exploration and analysis.

• Experience utilizing LLMs or Gen-AI tools for analysis and insight creation, including crafting effective prompts to summarize, cluster, and extract patterns from data.

• Capability to develop basic dashboards or visualizations to present findings effectively.

• Strong comprehension of conversation quality, DSAT drivers, and customer experience performance metrics.

• Experience working with enterprise-level customers, platforms, or complex support scenarios.

• Demonstrated ability to communicate intricate findings in clear, decision-focused narratives.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Collaborative and inclusive work environment.