Title: Data Analyst
Location: Remote PST
Duration: 12 months
Compensation: $50-$70
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S. (No sponsership available for this role)

ABOUT THIS FEATURED OPPORTUNITY

The Customer Experience (CX) team is dedicated to improving customer experiences across the entire customer journey. As a Customer Experience Analyst, you will be part of a global practice focused on understanding and learning from our customers. You will leverage customer insights to drive business improvements and promote customer-centric decision-making throughout the organization. You will play a pivotal role in boosting customer satisfaction and loyalty by analyzing feedback, identifying areas for improvement, and collaborating with cross-functional teams to develop and implement strategies that enhance the overall customer experience. By combining your strong background in CX/VoC, expertise in data analysis and storytelling, and passion for customer centricity, you will help shape the future of our customer experience program and contribute to the growth and success of our organization.

THE OPPORTUNITY FOR YOU

• Work with large and complex datasets to solve challenging problems using various analytical and statistical approaches.
• Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, behavioral, and operational data) across end-to-end customer journeys to identify trends, pain points, and areas for improvement.
• Apply advanced statistical modeling, machine learning, and natural language processing (NLP) to analyze large-scale customer support interactions (e.g., chat logs, call transcripts, support tickets) and extract actionable insights.
• Use clustering and segmentation techniques to identify common customer issues and recommend targeted solutions or self-service resources.
• Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of customer experience drivers.
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
• Communicate complex technical concepts to non-technical stakeholders

KEY SUCCESS FACTORS

• Degree in Analytics, Statistics, Mathematics, Computer/Data Science, Engineering, or a related field.
• 6+ years of experience in data analytics, data science, or related fields.
• 3+ years of experience in customer experience, customer support, or customer insights analytics.
• Proficiency in crafting compelling stories using complex data sources to provide actionable insights tailored to stakeholders' needs.
• Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences.
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.
• Strong programming skills in Python, R, and SQL.
• Proficiency in data visualization tools (e.g., Tableau, Power BI).
• Proficiency in utilizing statistical analytics techniques.
• Demonstrated ability to work collaboratively with cross-functional teams.
• Master's or Ph.D. Degree in a quantitative field preferred, not as important (Coursework can replace some years of experience)

MUST HAVE SKILLS

1. More technical than most Data Analysts – significantly Python Pandas and data structure. Working with modeling of data (regression, NLP).
2. Temporary Tables within SQL

NICE TO HAVES

• Master's or Ph.D. Degree in a quantitative field.
• Familiarity with consumer electronics or retail business.
• Proficiency in conducting predictive analytics or running ML/AL techniques.
• Experience with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.
• Customer Experience/Customer Support Preferred – Marketing would be OK.

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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