Customer Experience and Support Analyst

Do you enjoy uncovering insights that create better customer experiences? We're looking for a Customer Experience and Support Analyst to help elevate our customer support program through data-driven decision-making. You'll analyze customer feedback and operational metrics, identify trends and opportunities for improvement, and partner with stakeholders across the organization to implement impactful solutions. If you're passionate about analytics, storytelling, and driving meaningful change, this could be the perfect opportunity for you. Responsibilities

• Identify trends, opportunities, and pain points across the customer support channels using various data sources (customer support operational data, case transcripts, surveys, and other relevant data).
• Monitor customer feedback to identify emerging trends and issues and perform root cause analysis.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
• Advocate for customers and influence corrective actions through periodic and ad hoc reporting, proactively evangelizing insights to key stakeholders.
• Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness.
• Utilize various systems and tools (AI analytics tools, Salesforce, Hive) to analyze and deliver insights.

Required Qualifications

• Minimum 6 years of experience in data analytics, data science, or related analytical roles.
• More than 6 years of work experience in analytics, data querying languages such as SQL, and statistical analysis methods.
• Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders.
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.
• Experience working with customer support operational metrics.
• Experience with statistical analysis techniques and utilizing R, Python, or similar scripting languages/tools.

Desired Qualifications

• Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field.
• Minimum 3 years of experience in customer experience, customer support, customer care, or other service-related analytics roles.
• Proficiency in AI-powered tools: Demonstrated working knowledge of Generative AI technologies (e.g., LLMs and AI agents), with experience. designing, prompting, and orchestrating AI systems (e.g., prompt engineering) to automate data analysis, synthesize insights, and execute multi-step analytical tasks (e.g., prompting agents to clean datasets or build visualizations).
• Experience working with Salesforce.
• Knowledge of predictive analytics or ML/AI techniques.

Benefits

• 401(k).
• Dental Insurance.
• Health insurance.
• Vision insurance.
• We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
• The salary will be determined based on several factors, including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.

Additional Responsibilities

• Participate in OP monthly team meetings and participate in team-building efforts.
• Contribute to OP technical discussions, peer reviews, etc.
• Contribute content and collaborate via the OP-Wiki/Knowledge Base.
• Provide status reports to OP Account Management as requested.

About Us At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields including AI, cyber security, enterprise architecture, and beyond. For nearly two decades, we ve been challenging the status quo of the consulting industry, serving up fresh, ingenious thinking through a radically lean structure. Together, this strategy delivers unprecedented performance at an unparalleled pace for faster results that propel your business forward.