Data Analyst V

Are you passionate about turning data into impactful insights? We re seeking a talented Data Analyst to be a key driver in our global customer-centric practice. In this role, you ll harness customer feedback and behavioral data to uncover valuable insights that fuel business improvements and elevate the customer experience. As a vital member of our team, you will collaborate across functions to identify opportunities for enhancing satisfaction and loyalty. Your expertise in CX/VoC, combined with your storytelling skills and analytical prowess, will help us craft strategies that truly resonate with our customers and drive organizational success. If you re committed to making a difference through data and passionate about creating exceptional customer journeys, this is your chance to be part of a forward-thinking organization dedicated to growth, innovation, and customer excellence. Responsibilities • 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. Required Qualifications • Degree in Analytics, Statistics, Mathematics, Computer/Data Science, Engineering, or a related field. • Minimum 6 years of experience in data analytics, data science, or related fields. • Less than 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. Preferred Qualifications • 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. 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 OP is a technology consulting and solutions company, offering advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields including AI, cyber security, enterprise architecture, and beyond. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OP team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & education. An ideal OP team member is a technology leader with a proven track record of technical excellence and a strong focus on process and methodology.