CX Analytics Engineer

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Key Responsibilities

• Design, build, and maintain scalable data pipelines to collect and analyze customer interaction data across digital and offline channels.
• Develop and maintain dashboards and reports to monitor key CX metrics such as NPS, CSAT, CES, and churn.
• Collaborate with CX, product, and marketing teams to identify friction points and opportunities in the customer journey.
• Conduct A/B testing and cohort analysis to evaluate the impact of CX initiatives.
• Integrate data from CRM, call center, survey, and web analytics platforms to create a unified customer view.
• Work with cross-functional teams including operations, IT, and customer support
• Participate in testing and validating analytics solutions
• Document processes, data flows, and technical specifications
• Present insights and recommendations to stakeholders and senior leadership.

Qualifications

• 3+ years of experience in data engineering, analytics, or a related field with a focus on customer experience.
• Proficiency in SQL and Python; experience with dbt, Airflow, or similar tools is a plus.
• Strong experience with data visualization tools (e. g. , Tableau, Power BI, Looker).
• Familiarity with CX platforms and CRMs, such as Genesys Cloud, NICE, Qualtrics, Salesforce, and ServiceNow.
• Experience working with cloud data platforms (AWS, or Azure).
• Strong communication and documentation skills

Preferred Qualifications

• Experience in SaaS, or CX product environments.
• Knowledge of customer journey mapping and operational analytics.
• Knowledge of Python , R , or DAX for data manipulation and analysis
• Curiosity and a passion for improving customer experience through data
• Excellent communication and storytelling skills with the ability to translate data into business insights.
• Background in statistics or machine learning is a plus.

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