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As a Senior Customer Experience (CX) Data Analyst, you will drive data-informed improvements to customer support operations through analytics, reporting, and process optimization. You'll partner closely with CX, product, operations, and support management teams to measure performance, identify bottlenecks, and enable better decision-making across support workflows.
Key responsibilities include analyzing large-scale datasets on agent performance, support interactions, and quality assurance metrics. You'll write optimized SQL queries in BigQuery and ClickHouse, build dashboards in Tableau or Metabase, and detect behavioral and performance trends. You'll collaborate with QA teams to identify root causes in agent behavior and customer issues, translating business inefficiencies into trackable metrics.
You'll leverage LLM tools and prompt engineering for daily analytical tasks, summarization, and insights generation. This includes assessing LLM output quality, working with LLM APIs, and integrating model outputs into analytical workflows.
Automation is core to the role: you'll use Airflow and Python to automate data tasks, optimize analytics pipelines and data marts for performance and cost-efficiency, refactor inefficient DAGs and queries, and suggest improvements to agent tooling, ticket routing, and SLA tracking.
Required qualifications: 3+ years as a data analyst in fast-paced, data-heavy environments; advanced SQL (BigQuery/ClickHouse); Python proficiency for analysis and automation; experience with data visualization tools; understanding of Airflow and modern data pipelines; hands-on experience with LLM agents and prompt engineering; ability to translate business questions into testable hypotheses; strong presentation and storytelling skills for technical and non-technical audiences; upper-intermediate or higher English proficiency.
