Customer Analyst

BCforward is currently seeking highly motivated Customer Analyst (Data Analyst V) at Remote and needs someone who is authorized to work independently without any sponsorship. Position Title: Customer Analyst (Data Analyst V) Location: Remote (PST or CST Preferred) Anticipated Start Date:Immediate hiring Expected Duration: 12+ months Job Type: Full Time (>=40 HRS WEEKLY) Job Title: Data Analyst V Location: Remote (PST or CST Preferred) Duration: 12 Months (Potential Extension) Job Overview As a CX Analyst for the Customer Experience (CX) team, you will join a global team leveraging customer feedback to drive service improvements and business growth. You will analyze support surveys and operational data to identify improvement areas and partner with cross-functional teams to implement enhancement strategies. By applying your expertise in data analysis and storytelling, you will help define the future of the customer support program. Responsibilities • Identify trends, opportunities, and pain points across customer support channels using various data sources, including customer support operational data, case transcripts, surveys, and other relevant datasets. • Monitor customer feedback to identify emerging trends and issues and perform root cause analysis. • Integrate customer feedback data with transactional, operational, and behavioral data sources to build a comprehensive understanding of customer experience drivers. • Advocate for customers by influencing corrective actions through periodic and ad-hoc reporting and proactively communicating 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, including AI analytics tools, Salesforce, and Hive, to analyze data and deliver actionable insights. Must-Have Skills • 8+ years of experience in data analytics, data science, or related analytical roles. • 6+ years of experience with analytics, SQL, and statistical analysis methods. • Experience with data storytelling and the ability to communicate complex insights to non-technical stakeholders. • Experience working with Customer Experience (CX) or Voice of Customer (VoC) metrics such as NPS, CSAT, surveys, and customer feedback. • Experience working with customer support operational metrics. • Experience with statistical analysis techniques and scripting languages such as R or Python. • Experience learning or working with AI technologies and willingness to adopt AI into daily workflows. • 3+ years of experience in customer support, customer service, contact center, or customer support analytics roles. Preferred Qualifications • Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field. • Experience with Generative AI technologies (LLMs, AI agents), prompt engineering, and AI-powered analytics workflows. • Experience using Salesforce. • Knowledge of predictive analytics or machine learning/artificial intelligence techniques.