CX Data & Insights Analyst

Warner Bros. Discovery

85d

About The Position

As the Analyst for CX Data & Insights, specializing in AI/ML & Automation Initiatives, you will be critical in shaping AI strategy for the Customer Experience team. Your primary focus will be to identify, leverage, and implement AI/ML & automation opportunities to enhance our CX operations and insights capabilities. You will act as a vital bridge between CX, Tech, and Product teams, ensuring seamless implementation and continuous improvement of CX data products. This role requires a self-starter mindset, the ability to self-manage workload across different products, and the ability to work across a diverse technology suite such as Salesforce, Snowflake, Databricks, and Looker.

Requirements

3-5 years of experience in product management, analytics, or data strategy, preferably within a data-rich or customer experience organization.
Proven track record of delivering AI/ML or automation initiatives that improved efficiency, accuracy, or insight generation.
Strong understanding of data engineering technologies (e.g., ETL/ELT, orchestration frameworks, APIs) and best practices for building reliable, scalable pipelines.
Experience working with modern data platforms such as Salesforce, Snowflake, Databricks, and Looker.
Ability to translate data science and engineering concepts into actionable business outcomes.
Skilled at setting strategy, managing cross-functional projects, and influencing teams without direct authority.
Excellent communication and stakeholder management skills, with the ability to align technical and non-technical partners around a shared vision.

Responsibilities

Define and drive the AI/ML and automation roadmap for CX Data & Insights, aligning with broader CX and business objectives.
Partner with CX, Tech, and Product teams to identify and deliver data and AI solutions that enhance operational efficiency, accuracy, and insight generation.
Translate business needs into technical requirements for scalable data and AI products built on Salesforce, Snowflake, Databricks, and Looker.
Direct and advise data engineers on the design, development, and optimization of data pipelines required to support CX data products and AI/ML initiatives.
Oversee data quality, compliance, and governance processes across all CX data assets.
Establish and track KPIs and OKRs to measure the success and impact of AI-driven initiatives.
Promote adoption of data products by driving stakeholder engagement, enablement, and data literacy across CX teams.