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Sr. Data Analyst Customer Experience Analytics
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Tranzeal, Inc.
Mountain View, CA (In Person)
Full-Time
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Job Description
Sr. Data Analyst Customer Experience Analytics We are seeking an experienced Data Analyst to drive customer experience improvements through data-driven insights. This role will analyze customer feedback, support operations, and survey data to identify trends, uncover root causes, and influence strategic decisions that enhance customer satisfaction. Key Responsibilities Analyze customer support data, surveys, case transcripts, and operational metrics to identify trends, pain points, and improvement opportunities. Conduct root cause analysis and deliver actionable recommendations to stakeholders. Integrate customer feedback with transactional, operational, and behavioral data to uncover experience drivers. Develop reports, dashboards, and presentations that communicate complex insights to both technical and non-technical audiences. Partner with cross-functional teams to implement improvements and measure outcomes. Utilize analytics tools, AI-powered solutions, Salesforce, and other platforms to generate insights and optimize customer experiences. Required Qualifications 10+ years of experience in data analytics, data science, or related analytical roles. 6+ years of experience with SQL, data querying, and statistical analysis. Experience with customer experience/Voice of Customer metrics (CSAT, NPS, customer feedback, surveys). Experience analyzing customer support operational metrics. Strong data storytelling and stakeholder communication skills. Experience with Python, R, or similar analytical tools. Interest in leveraging AI tools and technologies within analytics workflows. Master's degree in Data Science, Statistics, Computer Science, Mathematics, or related field. Experience with Salesforce. Knowledge of predictive analytics, machine learning, or Generative AI technologies. Experience with prompt engineering, AI agents, or AI-driven analytics solutions.