About the position
The Customer Service Continuous Improvement Analyst will play a key part in transforming raw data into actionable insights that drive improvements in our customer service processes, policies, and products. You will be responsible for identifying trends, patterns, and root causes of customer issues, and effectively communicating your findings to stakeholders through compelling reports and visualizations. Your ability to translate complex data into clear and concise recommendations will be key in enhancing the overall customer experience. This role offers an exciting opportunity to make a real difference in the lives of our customers using cutting-edge technology and Gen AI. If you are passionate about data analysis, possess strong communication skills, and are driven by a desire to improve the customer experience, you are encouraged to apply.
Responsibilities
- Utilize data analysis tools, Gen AI, and other techniques to identify trends, patterns, and root causes of customer issues
- Translate data analysis into actionable insights that can be used to improve customer service processes, policies, and products
- Create clear and concise reports and presentations to communicate findings and recommendations to stakeholders
- Develop compelling data visualizations to effectively convey insights and trends
- Identify opportunities to enhance the customer experience and reduce customer effort
- Develop your analytical skills and knowledge of data analysis tools
Requirements
- Strong analytical and problem-solving skills
- Proficiency in data analysis tools (e.g., Excel, Qualtrics, data visualization software)
- Proficiency in the latest Gen AI capabilities
- Excellent communication, presentation, and collaboration skills
- Experience with Tableau or other data visualization software preferred
- Passion for customer experience and a desire to make a difference
Nice-to-haves
- Ability to work independently and as part of a team
Benefits
- Subsidized housing is available upon request
