CX Data & Insights Analyst
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.
Benefits
- health insurance coverage
- an employee wellness program
- life and disability insurance
- a retirement savings plan
- paid holidays and sick time and vacation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
